Account Director, Member Services 

Job Summary: The Member Services Account Director (MSAD) holds ultimate responsibility for negotiating and transacting membership renewals.  By partnering with other functional leaders within the company, the MSAD jointly diagnoses members’ service needs, develops annual service plans, and implements member-servicing strategies.  Across time, the MSAD will manage the working interactions with approximately 125 member institutions.  MSAD cultivates working relationships with seniormost functional leaders to provide customized, targeted, and timely delivery of our research products and services.  Toward the end of an organization’s membership year, the MSAD initiates discussion with these primary contacts to secure membership renewals.

Key Responsibilities

• Actively manage the entire pool of members, monitoring relationship health and developing strategies to provide the highest quality of service.
• Negotiate membership renewals and pricing in accordance with program strategy and goals.
• Collaborate with other functional leaders to provide effective orientation and on-boarding for new members; alternatively, work to refresh and improve service delivery for continuing members.
• Contribute to the diagnosis of members’ business needs and support the creation of annual service plans to deliver tailored content and service in a timely manner.
• Identify potential member concerns and develop tactics for member engagement and service resolution.
• Solicit feedback on membership experiences to date.
• Develop and foster relationships with key decision makers and main points of contact at member companies.
• Proactively identify opportunities to spur service utilization within member organizations, and steward firm resources to this goal.
• Master the research terrain for the membership; monitor industry trends and institutional issues.
• As required, travel to visit members; manage trip itineraries, working within budgetary constraints.

Key Skills

• Outstanding record of achievement in a relevant role, i.e., account management, sales, or revenue position
• Ability to meet personal and team monthly, quarterly, and annual financial goals
• Ability to manage and coach a staff in partnership with peers
• Effective time management skills
• Demonstrated poise and grace under pressure
• Ability to conduct substantive content discussions with senior-level contacts at member organizations
• Ability to work well across functions and partner with leads in research and content delivery
• Flexibility and ability to think creatively about how to provide highest quality member service
• Thorough understanding of the CEB’s value proposition
• Superior communication skills, both verbal and written