Account Director, Member Retention Team

Job Summary: While all Account Directors are responsible for creating revenue for the firm through retention of existing member relationships, this position serves a unique cross-section of members, focusing on the most challenging retention issues.

Key Responsibilities

• Assume ownership for all challenging members for certain programs (to be determined) and pursue them individually until they reach renewal status.
• Help the Account Directors identify the most effective tools for addressing challenging members' concerns or lack of engagement.
• Analyze and identify any trends driving membership/renewal problems, communicate these to both the program and department leadership, identify possible solutions.
• Identify new and better methods for strategically managing a member pool, as well as challenging member management to proactively prevent challenging member situations. Conduct renewal telephone conversations, visit members on-site, and write membership renewal proposals.
• Serve as the ultimate advocate for challenging members by communicating member feedback on research interests and service challenges.
• Conduct value-added relationship visits, content walk-throughs, renewals, and interventions.
• Demonstrate a superior command of the research terrain and an ability to tailor that knowledge to members’ individual strategic agendas and operational initiatives.

Key Skills

• Effective time management skills
• Superior communication skills, both interpersonal and written
• Superior negotiation skills
• Thorough understanding of CEB's value proposition and its corresponding applicability to individual member needs
• Demonstrated poise and ''grace under pressure''
• Ability to work closely with a renewal team, while contributing to the larger strategic objectives of the Member Services division
• Willingness to travel •Comfort in handling tough interactions with seniormost executives •High level of persistence and determination
• Creative problem-solving skills
• Ownership of, and a passion for, CEB research materials and insights
• Dedication and commitment to ethic of service and Spirit of Generosity