Coordinator, Member Services

SIA is the leading trade association for global security solution providers, with over 1,700 innovative member companies representing thousands of security leaders and experts who shape the future of the security industry. SIA protects and advances its members’ interests by advocating pro-industry policies and legislation at the federal and state levels, creating open industry standards that enable integration, advancing industry professionalism through education and training, opening global market opportunities and collaborating with other like-minded organizations.

SIA continues to experience significant and sustained growth in membership, along with an increased member awareness of benefits offered through SIA's programs, research, and various networking activities. As the premier sponsor of the ISC international tradeshows and conferences, SIA serves as a catalyst for growth for member companies and brands operating within the global security industry.

We are seeking a motivated individual to join our highly collaborative Member Services team to support member onboarding, service, engagement, satisfaction, and retention. The Coordinator position provides administrative and operational support to three account managers responsible for managing ongoing relationships with assigned member companies.

The Coordinator is responsible for implementing SIA’s new member onboarding process, including collecting and maintaining information for key contacts across member companies whose roles align with SIA programs, products, sponsorships, and other engagement opportunities. Accurate and complete member data is foundational to this work. The Coordinator is responsible for maintaining high-quality company and individual records within the membership database to support member service activities and organizational reporting.

A core responsibility of the role is monitoring the overall health of SIA’s membership through both engagement and satisfaction data. SIA measures engagement based on transactional and non-transactional activity, including participation in committees, attending and/or speaking at events, sponsorship activity, program participation, and other interactions with the association. The Coordinator monitors engagement scores, identifies trends, gaps, and underperforming member companies, and provides relevant insights to account managers. The Coordinator also manages the annual member satisfaction survey process, working with teammates to develop and distribute the survey, increase participation, and compile results and key findings.

The Coordinator is expected to provide highly responsive, professional member service and to represent SIA’s brand and value proposition effectively. Success in this role requires strong attention to detail, excellent follow-through, comfort with proactive member communication, and the ability to work collaboratively while managing multiple priorities. The role also requires strong analytical skills, including the ability to interpret member data, identify meaningful trends and patterns, and communicate insights clearly to support team and organizational decision-making.

Key Responsibilities:

• Coordinate and implement SIA’s member onboarding process, including direct outreach and timely follow-up.
• Monitor member engagement activity and scores, and identify engagement trends, gaps, and underperforming member companies.
• Coordinate SIA’s annual member satisfaction survey in collaboration with teammates, including survey development, distribution, response-generation efforts, and follow-up.
• Maintain accurate, complete, and up-to-date company and individual records within the membership database.
• Support the Member Services team through various projects including, but not limited to, roster acquisition, administrative support, and invoice collection.

Additional Support of Member Services:

• Provide highly responsive, professional service to member inquiries and requests, with timely follow-up to ensure appropriate resolution and member satisfaction.
• Clearly communicate SIA membership benefits, programs, products, services, and resources to members as appropriate.
• Collaborate with Marketing and other departments to support member communications, data needs, and member-facing initiatives.
• Monitor and update membership-related information on the SIA website as assigned.
• Represent SIA and member services at various industry conferences and other networking events.
• Support meeting logistics, including materials preparation, shipping, exhibit booth setup and teardown, and on-site staffing.

Reporting Includes:

• Produce regular reports on member engagement, satisfaction, onboarding activity, and other key membership indicators.
• Produce a weekly/monthly membership engagement dashboard for Director, Member Services to be presented to the SIA Board of Directors, senior staff, and all staff.
• Update SIA staff on various aspects of membership through regular presentations, i.e. segment trends.

Qualifications and Requirements Include:

• Familiarity with member engagement, recruitment, and retention programs is strongly preferred.
• Energetic and outgoing communication skills.
• Excellent verbal and written communication.
• Proficient use of Microsoft products, Canva, and customer or association management systems (CMS/AMS)
• Must be able to thrive in a competing priorities work environment.
• Demonstrate a collaborative spirit.
• B.A. in a business discipline. Two years of relevant work experience within database administration, member or donor services, Marketing, and customer service preferred.
• Work week consists of two days in the office and three days mobile work.

Physical Demands and Work Environment:

To successfully perform the essential functions of the position, the employee is required to:

• Prolonged period of sitting at a desk and working at a computer.
• Must be able to lift and/or move 20 pounds at times.

This is a hybrid position, with two days working from our headquarters in Silver Spring, Maryland.

Reports to Director, Member Services

To apply, please submit a cover letter and resume to jobs@securityindustry.org.

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Silver Spring, MD 20910

Salary : $55,000 - $60,000