Under supervision of the Director, Membership, the Membership and Database Specialist serves as steward of ACE’s members and membership data, a role critical to ACE’s objectives of member recruitment, member retention, and revenue generation. The Senior Specialist has complete knowledge of ACE’s membership, programs, and services and strives to provide excellent member service by answering phone and email inquiries on Council-wide programs and initiatives. They are a power user of the Microsoft Dynamics CRM and Cvent systems and will provide data management support for Membership, meetings, and other departments, which includes data entry and maintenance, research, reporting, and analysis. The Specialist also works closely with Information Technology Services to develop business intelligence tools and to continually improve processes and functionality through enhancements and upgrades to ACE systems.
Essential Job Duties or Tasks:
Work with Director, Membership on the annual dues renewal process including preparing CRM for next year’s billing, performing data quality checks, and generating dues invoices
Provide direct member service support by sharing responsibility for phone and email inquiries related to membership, meeting registration, and general inquires
Ensure accuracy of all CEO member and prospective member contact information by collecting, verifying, organizing, and inputting data from a wide variety of sources including Google alerts, trade publications, HEP downloads
Working with Information Technology Services, develop business intelligence tools and dashboards in Power BI that support recruitment, retention, and programming
Generate and deliver accurate CRM and Cvent reports, internal list requests, and member mailing list orders
Proactively make recommendations and suggestions on process improvements and systems enhancements for CRM, Engage, and Cvent particularly as they relate to member service improvement
Work collaboratively with Membership and Information Technology Services teams to prepare and update standard operating procedures (SOPs) involving membership processes
Perform regular quality control reviews on membership and events data to assure the maintenance of high-quality data
Update inaccurate data including processing bounce-backs (postal and email)
Assist ITS with CRM migration to cloud version
Provide support as needed to membership renewal, onboarding, and recruitment efforts
Other duties as assigned.
Internal: Membership, Marketing, Web Services, ITS, Finance, and ACE annual meeting, Learning & Engagement division, and President’s office
External: ACE members, prospective members, event registrants, vendors, other constituents
Education/Experience/Specialized Knowledge and Competency Requirements:
Required Education/ Experience
Bachelor’s degree or equivalent experience required
Two to three years in similar role, preferably at an association or nonprofit organization
Knowledge of data privacy and security industry standards/best practices
Knowledge of higher education sector
Experience working in CRM Dynamics or other association management tools; Cvent experience a plus; Power BI experience a plus
Knowledge, Skills, and Abilities
Knowledge of databases and/or CRM/association management system is required including ability to query, run reports, create and update records
Customer service skills including experience responding to phone and email inquiries
Must be able to understand the intended result and be able to create and execute the step-by-step tasks needed to accomplish a goal
Must be task-oriented, self-starter, and results-driven
Extremely well-organized, goal-oriented and very high attention to detail
Must be articulate and comfortable contacting members to track down information, follow up on lapsed memberships, and respond to inquiries
Exceptional oral/written communications, analytical, decision-making, problem-solving, teamwork, and interpersonal skills
Effective January 1, 2022, all employees must be fully vaccinated against COVID-19 prior to their start date. The American Council on Education will provide reasonable accommodations as required by law for individuals unable to be vaccinated due to a medical condition or religious belief.
Please note that this position is located in Washington, DC. Due to the current pandemic, the American Council on Education is currently in a remote status, and you may experience a slower response time to your inquiry for a job opportunity, and the interview process will be conducted remotely. We appreciate your patience as we adjust to these dynamic circumstances. Our status is subject to change based on guidance surrounding COVID-19.
The American Council on Education is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, political affiliation, disability, matriculation, familial status, genetic information, source of income, place of residence or business, status as a victim of an intra-family offense, credit information, protected veteran status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking.
ACE is the nation’s most visible and influential higher education association. We represent the presidents of U.S. accredited, degree-granting institutions, which include two- and four-year colleges, private and public universities, and nonprofit and for-profit entities. Our strength lies in our loyal and diverse base of more than 1,800 member institutions, 75 percent of which have been with ACE for over 10 years. That loyalty stands as a testament to the value derived from membership. We convene representatives from all sectors to collectively tackle the toughest higher education challenges, with a focus on improving access and preparing every student to succeed.