The Associate Director – Member Services & Support

The primary objective of this position is to work with the Director, Member Services to achieve membership goals and all-inclusive revenue goals. The position manages account management and customer support team and their revenue responsibilities while carrying sales of and P&L responsibility for, single quantity sales. Responsible for meeting customer service expectations through the management of customer service; new member onboarding and renewal billing and sales.

The Online Learning Consortium (OLC) is a non-profit, professional online learning organization devoted to empowering educators and advancing online learning. OLC offers professional development, instruction, best practice publications and guidance for educators around the globe. Our customers include leading national and regional universities, colleges and community schools and institutions. The Online Learning Consortium is a geographically dispersed and virtual staffed organization, headquartered in Newburyport, MA.

Please review our company website to explore our products and services before submitting credentials for consideration.

Summary of Major Responsibilities:

Skill Strengths:
  • Intuitive Selling: Ability to transition from information conveyer to trusted professional development advisor
  • Supervising and Coaching
  • Preferred familiarity of Sales Force Automation (SFA) or similar CRM
  • Customer Satisfaction Mindset
  • Time Management, Organization, and Follow Up
  • Attention to Detail; Database Entry Efficiency
  • Strong Interpersonal and Customer Communication
Time Management Detail:
75% – Account Management, Cross-selling, and Customer Support

25 % – Inbound Sales, Inbound Cross-selling and Customer Support

  • Triages web leads and manages customer support quality and efficiency.
  • Encourages staff-wide use of Customer Service Toolkit
  • During each connection with inquirer, identifies and acts on opportunities to cross-sell, convert, and upsell.
  • Performs Administrator “Check-in” calls. Each calling 15 Institutional Members per month
  • Conducts bi-annual “Lunch and Learn” training for OLC staff
  • With the assistance of the membership staff, develop and update the customer service SOP and Toolkit
  • Coordinates appropriate staff-wide customer service coverage
  • Prepares weekly reports to cross-functional meeting attendees and monthly reports to company-wide meeting attendees
  • Assists Membership team and Marketing team in the development, distribution, and evaluation of member feedback activities
  • Assists Membership team and Marketing team in the development of “New Member Toolkits”
  • Responds to staff requests for membership information
  • Works with COO and outbound sales team to ensure team coordination of sales efforts for all product lines
  • Communicates membership benefits, programs, and services to members and potential members to result in increased revenue for all product lines.
  • Prepares weekly reports on activity to Director

25% – Renewal Sales

  • Manages metrics and ongoing strategy on “Member-Get-A-Member” program
  • Along with Account team, makes weekly calls to a list of upcoming renewals, lapsed, and dropped members to convert, renew, upsell, cross-sell.

20% – New Member Onboarding, Upselling, and Cross-selling

  • With Director, manages new member onboarding schedule, implementation, and quality assurance to optimize cross-sell/upsell opportunities
  • Makes weekly calls to new members to conduct (or schedule time to conduct)
    • Website tour to identify cross-sell opportunities
    • Ask for referral
  • Makes quarterly calls to new members to conduct:
    • 3 question member survey (or offer survey reminder)
    • Website tour of upcoming activities of interest

5% – Conference preparation and coverage

25% – Member Services and Management

15% – Supervision

  • Metrics reporting on customer service activity; sales activity; renewal activity
  • Customer service training, coaching, and monitoring
  • Database quality control
  • Time, vacations, requests, and appropriate customer service coverage

5% – Member Services

  • Assist Director and COO in preparing annual budget and business plan
  • Works with Director, Associate Director, Client Services, and Marketing team to send renewal billing notices for OLC members
  • Works with Director and Marketing department to create annual renewal billing schedule for monthly or weekly distribution.
  • With Director and COO, creates strategies/schedule for:
    • Cross-sell/upsell to member/nonmember purchasers
    • Lapsed and dropped member sales
    • Renewal sales
    • Conference sales
    • Retention

5% – Sales database enhancement and membership administration

  • Performs monthly integrity checks of Salesforce data entries by account management team
  • Troubleshoots problems with data and works to provide valid data for projects as the needs arise
  • Works with SFA Admin Team to:
    • Create fields, develop page layouts, create and maintain reports, etc.
    • Provide SFA training to membership and sales teams
    • Develop and maintain SFA Standard Operating Procedures documents

Other duties as assigned. 

Position requirements:
  • At least 2 years of experience in association membership, inside sales and/or account management
  • Must be able to meet personal and team weekly, monthly, quarterly and annual financial goals.
  • Good relationship-building skills and strong written and oral communication skills are essential
  • Ability to work independently and meet tight deadlines
  • Well versed in computer skills, CRM, and analytics. Familiarity with database systems and market tracking software.
  • Experience with data analysis and reporting, preferably in a membership organization
  • Strong project management and organizational skills
 Additional position information:
  • Manages the customer service and inbound account staff to maximize productivity and customer satisfaction.
  • Position will require travel. Specifically requires travel in February, April, July, and October. In general, some travel may be asked to attend institution presentations and/or other local events.
Salary range:

$50,000 – $65,000 + commission commensurate with background and experience

Please submit resumes to

The Online Learning Consortium, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. The Online Learning Consortium, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer.