What are the responsibilities and job description for the Member Solutions Manager position at Texas Association of Counties?
Position Overview
Responsible for optimizing member engagement with TAC's external IT services, including websites and email solutions. This role collaborates actively with members to understand their technology needs, ensuring effective use of our offerings. Facilitates smooth service adoption, provides essential operational support, and builds strong, lasting member relationships.
Essential Job Functions
- Cultivates and maintains strong, trusting relationships with CIRA members regarding their technological service needs.
- Manages the administrative aspects of technology member service accounts, including onboarding, service provisioning, renewals, and configuration changes.
- Collaborates cross-functionally with internal IT, technical support, and development teams to resolve member issues and ensure continuous service availability. Assists with sensitive, VIP, or other escalated technology member issues or questions.
- Develops and executes strategies to increase member retention, satisfaction, and the adoption of additional technology services.
- Leads or assists with technology projects to meet the strategic needs of the technology services division.
- Analyzes member service usage data and feedback to identify technical trends, anticipate potential service issues, and drive technology development. Contributes to the development of IT service delivery playbooks and member success strategies
- Conducts regular technology review sessions with members to assess current IT service performance and explore opportunities for digital improvement.
- Facilitates training and educational sessions for members on new IT service features, cybersecurity best practices, or specific platform functionalities (e.g., CMS, email administration).
- Perform other duties as assigned.
Non-essential Job Functions
- Stays current with emerging IT trends, cybersecurity developments, and digital technologies relevant to member needs.
- Participates in the testing and feedback process for new IT service offerings or platform updates.
- Assists in the creation of technical documentation and member-facing guides for IT services.
Education/Experience
- Bachelor's degree in a relevant field such as Computer Science, Information Systems, or a related discipline, OR equivalent practical experience and certifications.
- 2-3 years of experience with direct member or customer experience in an government technology industry.
- Proven track record of managing and growing relationships related to government or technology services.
- PMP desirable.
Knowledge, Skills and Abilities
- Ability to communicate effectively, both written and verbal, and to relate to individuals with diverse backgrounds.
- Possesses a strong understanding of county government especially as it relates to technology needs and trends.
- Demonstrates strong analytical and problem-solving abilities to diagnose and address IT service issues.
- Proficiently coordinates projects and manages multiple technical requests simultaneously.
- Builds rapport and establishes credibility with diverse member populations regarding their technical needs, exemplifying customer service excellence.
- Translates member business requirements into actionable IT service solutions.
- Skilled in using CRM software, IT service ticketing systems, and various productivity and collaboration tools.
- Adapts effectively to rapidly changing IT environments and emerging technologies.
- Proactively identifies and mitigates technical risks to member satisfaction and service continuity.
- Ability to function independently with minimal supervision.
LIMITATIONS AND DISCLAIMER:
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.