Executive Director / Director of Clients
About the position Responsibilities • Serve as a liaison between Impact and its clients, ensuring excellent customer service, client satisfaction, and client retention. • Ensure long-term partnerships with happy boards of directors. • Develop a strong understanding of each Association's members, offered benefits, and needed benefits. • Work with each client's dedicated Impact team members to develop creative solutions for member growth and retention as well as plans for additional revenue streams. • High-level project management for all new Impact clients. • Work closely with Impact's Executive Directors to ensure successful client integration with Impact. • Ensure clients are satisfied with Impact at all times, resolving any outstanding issues, proactively providing solutions and ideas, and generally working on client success at all levels. • Conduct periodic audits of all client work to identify issues or concerns. • Perform periodic check-ins with clients to ensure high quality work and continued partnership with Impact. • Work directly with staff when client concerns arise, identifying the issue, and ensuring solutions are implemented. • Manage annual reviews for clients. • Review/receive client updates and provide frequent updates to Impact's Chief Operating Officer on clients. Requirements • Minimum of 5 years of association management experience. • Minimum of 5 years in B2B customer service and/or sales management role. • Minimum of 3 years of team management or leadership. • Proven ability to be hands-on (you are the doer as well as the thinker!). • Expert with Microsoft Office products (Word, Excel, PowerPoint, Publisher). • Experience working within one or more AMS platforms. • Proven ability to multi-task and work independently. • Strong ability to self-motivate and motivate others. • Incredibly strong attention to detail and organizational habits. • Tech savvy and able to learn new technologies quickly and easily. • Bachelor's degree. • Fun, yet professional attitude! Benefits • A fun and flexible work environment: The opportunity to work remotely or in office at our Madison, WI location. • Dog friendly office (consideration for team member allergies and preference is expected). • Four hours of flex time each week. • Optional half-day on Fridays once all hours are completed. • Regular paid professional development opportunities. • Opportunities for advancement and internal movement. • Monthly social events and regular team activities such as games, book clubs, informal chats, and more. • Paid group volunteer opportunities with local organizations. • Open and accessible communication with leadership. • Encouraged company-wide recognition. • An inclusive work environment. • Profit-sharing program for all staff. • Paid time off, medical, dental, vision, 401K, paid holidays, life insurance, short/long term disability, and wellness. • Company-provided equipment and technology. Apply tot his job