The Society for Scholarly Publishing seeks a reliable, self-motivated, detail-oriented, and results-driven professional with an ability to solve problems; administer SSP’s customer support, database management, and membership retention/acquisition strategies; and oversee various administrative tasks.
The Membership Administrator works collaboratively with the SSP staff, board of directors, partners, and volunteers to administer customer support, database management, membership retention/acquisition strategies, and various administrative tasks. This position is the front-line of communication with members, prospective members, and program participants and is responsible for the accuracy and integrity of the society’s data. Responsibilities include processing memberships, event registrations, and product orders as well as developing strategies for member engagement, retention and acquisition. SSP has just over 1000 members (individuals and organizations) and host approximately 24 events (in-person and virtual) annually.
SSP is a virtual organization with no brick-and-mortar headquarters, so this position will telecommute from anywhere in the U.S. and work virtually with other SSP staff and contractors. Applicants must be able to maintain a safe, separate workspace in which they can complete their work that is free from distraction and limits accessibility by non-employees, and live in an area where they can obtain reliable internet service. This is a full-time staff position including benefits and a stipend for internet and telephone services.
Send resume and letter of interest to firstname.lastname@example.org. Consideration of applications will begin immediately and will continue until position is filled. Preference will be given to applications received before [date]. The salary range for this position is $35,000–$40,000, depending on previous history and experience. Benefits include health insurance, paid time off, and a flexible work schedule.
Qualifications and Professional Qualities
Communication: Strong communication skills with proficiency in interacting effectively and cordially with people on the phone and in person and the ability to write succinctly and persuasively.
Technology: Proficiency in the use of personal computers and application software (e.g., Microsoft Word, Excel, and PowerPoint or equivalent applications) as well as experience using web-based desktop and mobile app technology including, databases, content management systems, online community systems, virtual meeting applications, and email distribution systems. Knowledge of iMIS, SQL, and Higher Logic are helpful, but not required.
Relationship management: Effectiveness at group/team leadership; collaborative, solution-oriented team leader and colleague; exceptional interpersonal skills at all levels of the organization, builds positive strategic relationships with key individuals and groups; ability to effectively work with and through volunteers and committees to accomplish SSP’s projects and goals.
Financial management: Understands basic accounting procedures; ability to manage effectively within available resource allocations.
Self-directed: Able to work independently, from home or location of choice; self-starter that can prioritize tasks and manage their time efficiently and effectively to meet deadlines.
Planning and project management: Successful track record of directing multiple projects/tasks in a fast-paced, deadline-driven environment; strong organizational skills to handle multiple overlapping activities; attention to detail.
Education/experience: Bachelor’s degree and 1–3 years of experience in a customer-facing role is preferred. Previous experience with non-profit organizations is a plus, particularly within the context of working with volunteers.
Travel: Willingness to travel occasionally on behalf of SSP to attend Board Meetings and/or the SSP Annual Meeting.
SUPPORT AND DATA MANAGEMENT RESPONSIBILITIES
1. As the primary customer agent, provide customer service and support to members, prospective members, and event registrants; responding to customer inquiries via phone or email in a timely manner.
2. Provide technical support and develop training resources to assist members with accessing online services and content including webinars, publications, online communities, and online dues renewal.
3. Maintain the accuracy and integrity of the society’s data within the Association Management System (iMIS), including account maintenance, data checks, merging duplicate records, reporting, analysis, and overall data management and integrity.
4. Process orders and payments for SSP dues, registration fees, donations, or other SSP products; follow up on outstanding unpaid invoices; manage organizational member onboarding and explanation of benefits.
5. Manage the registration process for all SSP events; includes setting up the event registration landing pages in iMIS, providing reports with required data, customer service to attendees, and on-site registration.
6. Prepare and ship registration packets and other materials/equipment to events; format and produce printed materials.
7. Maintain rosters for volunteer groups including the board, committees, task forces and other cohorts.
8. Support volunteers by fielding questions, providing requested reports/data and historical information, and providing guidance as needed.
9. Recommend and implement changes to improve effectiveness and efficiencies and to enhance the member experience.
RETENTION AND ACQUISTION RESPONSIBILITIES
1. Manage membership retention efforts including maintenance of standard renewal communications, distribution schedule, and direct outreach to non-renewing members.
2. Develop and implement strategies for maintaining regular and meaningful contact with members and the fulfillment of member benefits.
3. In collaboration with the Membership Committee and marketing staff, develop and manage membership acquisition initiatives to increase awareness of the value of SSP membership; assist with content development, implementation, and maintenance of member-focused literature and promotional materials in a variety of formats (web, social, video, print, etc.)
4. Support the Membership Committee in developing surveys and analyzing results.
5. Evaluate effectiveness of current membership program services, benefits, and policies, relating to retention and acquisition of members on a regular basis.
Administrative tasks include preparing reports, processing accounts payable and receivables, managing inventory and ordering supplies, processing mail, maintaining documentation, process improvement, and community management.