Member/Client Relationship Manager (Remote)

The American Society of Adaptation Professionals (“ASAP”) is seeking to hire an experienced Member/Client Relationship Manager (“M/CRM”) who is grounded and experienced in current CRM technology and willing to explore transformative approaches to more relational and inclusive networking. This is a remote, full-time position.

As the Member/Client Relationship Manager, you will:

• Serve as the initial relational contact for ASAP members and clients. The M/CRM will provide guidance and grounding services that introduce and integrate member experience and expectations.
• Establish and maintain positive relationships with existing clients.
• Provide prompt, efficient, and satisfactory responses to customer inquiries.
• Identify opportunities for improving the customer experience and provide feedback to relevant teams and departments.
• Analyze customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.
• Collaborate with other departments (marketing, sales, logistics, and product development) to optimize the existing customer experience journey.
• Ensure that ASAP’s individual and organizational members and clients receive the full range of services and support needed to participate in and thrive in our internal and external networks.
• Guide the revisioning and improving current recruitment and engagement platforms, policies, procedures, and communication strategies.
• Collaborate with ASAP Staff, member groups, and funders to develop behavioral and analytical profiles that inform individual, organizational and private sector priorities and relationships, relationships that align with ASAP’s mission and commitment to climate adaptation, advocacy and justice for human and ecological communities.
• Ensure access to training, publishing and engagement platforms throughout the network, for and with both internal/ external partners and alliances.
• Manage customer interactions, inquiries, and complaints across various channels, including email, phone, and social media.
• Support successful customer retention initiatives, such as customized marketing campaigns and loyalty programs.
• Monitor customer feedback regularly and identify areas of improvement in ASAP’s products and services.
• Monitor and adapt ASAP platforms to incorporate industry trends and CRM best practices that ensure our processes and procedures are optimized.

The preferred skills and qualifications for the position of Member/Client Relationship Manager are:

• High proficiency with CRM software/ systems, i.e. NEON, Salesforce or Hubspot.
• A minimum of 5+ years of experience in a non-profit environment.
• A minimum of 7+ years of experience in a membership support/ customer-facing position.
• A minimum of a bachelor’s degree in a relevant field (business administration, human resources (HRM) management, communications, marketing or another related field.
• Strong communication skills (both written and verbal), experience in customer service or sales.
• Internal and external analytical and problem-solving abilities.
• A successful record of developing and implementing customer relations strategies.
• Strong problem-solving abilities with time management skills.
• Proven ability to collaborate effectively with our internal team to produce seamless member experience, integrating member/client feedback into ASAP initiatives and strategies.
• Proven diplomatic skills in managing and resolving client needs, negotiating problems and requests, resulting in mutually beneficial outcomes.
• Willingness to cross-train and support the technological proficiency of other staff members.
• Program/system certifications such as Google Data Analytics, Digital Marketing & E-Commerce, Project Management, or Microsoft Certified Dynamics 365 Fundamentals.
• Experience/relationships with corporations, for-profit firms, municipalities, community-based financial institutions, colleges and universities, labor unions, nonprofits, and quasi-governmental entities is a plus.
• Soft skills such as patience, adaptability, and empathy.
• Native fluency in English. A high level of fluency in Spanish is highly valued.

Salary Range and Travel Requirements

The M/CRM position is a remote-based, full-time position requiring a minimum of 40  hours per week, during normal business hours, U.S. Eastern Time.

ASAP offers a portfolio of attractive salary, health benefits, and developmental opportunities. The CRM manager is a remote position and therefore requires that the candidate be located in the United States or its territories.

The salary range for this position is $55,000- $66,000, based on experience and expertise.  A full suite of health care insurance, retirement, and other customary benefits (vacation, sick/family leave, disability) are offered. This position requires limited travel, i.e., internal meetings with staff, external meetings with clients, or a maximum of two regional/national conferences per year.

American Society of Adaptation Professionals – Commitment to Diversity and Inclusion  

ASAP is committed to a vibrant and diverse workforce and strongly encourages applications from individuals who identify as senior, retired military, disabled, or non-binary, as well as individuals who identify as tribal, Indigenous and Native American, African, Asian, and Hispanic American.

ASAP is committed to inclusion and diversity throughout our staff, membership and Board. For more information about the American Society of Adaptation Professionals, visit https://adaptationprofessionals.org/.