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Manager, Member Support

Overview The Retail and Hospitality ISAC (RH-ISAC) works with cybersecurity teams to transform the way companies mature capabilities and collaborate to reduce the risk of cybercrime. Its mission is to be the most trusted voice in cybersecurity intelligence and information sharing for consumer-facing industries. The RH-ISAC serves the retail and hospitality sectors with members in traditional retail, online commerce, restaurants, hotels, gaming casinos, consumer product manufacturers and other consumer-facing industries. The member support manager reports to the director of membership and is responsible for assisting with the growth of new members, onboarding new members onto RH-ISAC systems, building and sustaining relationships, and being the conduit between the member and RH-ISAC. Key Performance Measurements

Assist with the growth of membership 25%
Assist with member success and engagement 25%
Assist with onboarding new Core members 20%
Maintain accurate member records in CRM 20%
Additional assigned duties 10%
  Assist with the growth of membership
  • Become proficient in using the Discovery.org tool to add prospects to the database
  • Ensure marketing materials are up to date
  • Assist director of membership development and leadership with scheduling appointments for members and prospects calls/visits
  • Invoice new members upon completion of member agreement for both Core and Associate members
  Assist with member success and engagement
  • Work with the internal teams to enroll members into appropriate working groups, committees, etc.
  • Collaborate with the director of membership, internal teams and community champions to increase member information sharing and participation by demonstrating a deep understanding of members and their challenges
  • Maintain statistics of member companies using the B2B analytics
  • Assist with development and production of annual member scorecard
  • Invoice both Core and Associate members following the established invoicing and reminder processes
  • Alert director of membership of any outstanding dues invoices on a monthly basis
Assist with onboarding new Core members
  • Schedule calls to onboard new Core members
  • Educate members on benefits and opportunities and explain RH-ISAC platforms
  • Credential members onto RH-ISAC platforms
  • Collect information on member companies’ information security tools and resources
  • Collect and update valuable member data on an annual basis
  • Identify and report on member needs and values to internal teams
  • Schedule follow up calls/meetings between members and internal teams, as necessary
Maintain accurate member records in CRM
  • Become proficient in the RH-ISAC’s CRM
  • Maintain records of payment processes for member companies
  • Collaborate with the senior operations manager and internal teams to ensure accuracy of member account information through regular updates and ongoing maintenance
  • Maintain appropriate documentation within CRM, i.e., signed membership agreements, signed notification of dropped members, updated user credential forms
  • Work with the senior operations manager to evaluate existing processes to ensure a high-touch and efficient approach throughout
  • Own the support@rhisac.org email box
Additional assigned duties
The Ideal Candidate Will:
  • Have excellent written and oral communication skills
  • Have a passion for connecting with and supporting members
  • Be detail-oriented, deadline-driven, adaptable and dependable
  • Be personable, professional and driven by a can-do spirit
  • Embrace new challenges and thrive in a matrixed environment
  • Be genuine in the desire and willingness to support teammates
  Requirements:
  • Have prior experience in member-driven non-profit/trade/industry associations
  • Have demonstrated experience managing projects and engaging with clients, partners, and/or vendors

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