Position Summary

The Membership Specialist serves as a key member of the IMN Solutions Association Solutions team, delivering exceptional membership services to multiple association clients. This position is responsible for managing the complete membership lifecycle, supporting member engagement and retention initiatives, maintaining accurate membership data, and providing outstanding customer service. The Membership Specialist works collaboratively with client teams and internal departments to help associations achieve their strategic membership, engagement, and revenue goals.

As part of an Association Management Company (AMC), this role requires the ability to manage multiple client accounts simultaneously while maintaining exceptional attention to detail, responsiveness, and professionalism.

Essential Responsibilities

Membership Operations

• Manage the full membership lifecycle, including new member applications, renewals, reinstatements, upgrades, transfers, and cancellations.
• Serve as the primary point of contact for member inquiries across assigned client associations via phone, email, and virtual meetings.
• Process membership transactions accurately and within established service level agreements.
• Maintain member records in Association Management Systems (AMS), ensuring data integrity and compliance with organizational policies.
• Monitor renewal activity and implement retention outreach strategies for at-risk members.
• Support membership onboarding by coordinating welcome communications and orientation materials.

Customer Service Excellence

• Deliver timely, professional, and solution-oriented customer service to members, volunteers, board leaders, and prospective members.
• Resolve membership questions regarding benefits, billing, committee participation, certifications, and events.
• Escalate complex member issues appropriately while ensuring positive member experiences.
• Maintain a high level of confidentiality when handling member information.

Membership Growth & Engagement

• Assist in implementing membership recruitment and retention campaigns.
• Support member engagement initiatives including volunteer programs, affinity groups, mentoring, and recognition programs.
• Coordinate member communications in partnership with marketing and communications teams.
• Assist with surveys, member feedback collection, and engagement analysis.
• Promote membership benefits and identify opportunities for increased member participation.

Data Management & Reporting

• Maintain accurate membership databases and perform routine data audits.
• Generate membership reports, dashboards, and performance metrics for internal teams and client leadership.
• Track key performance indicators including:
• Membership growth
• Retention
• Renewal rates
• New member acquisition
• Member engagement
• Volunteer participation
• Identify trends and recommend process improvements based on data analysis.
• Maintain job boards within AMS as necessary (based on client)

Event & Volunteer Support

• Support membership-related events including conferences, webinars, networking events, committee meetings, and new member orientations.
• Assist with attendee registration, roster management, and post-event reporting.
• Coordinate volunteer onboarding and committee roster maintenance.
• Provide administrative support for membership committees, sub-committees, and task forces.

Financial Administration

• Process membership invoices and payments.
• Reconcile membership transactions with finance staff.
• Monitor outstanding balances and support collection efforts.
• Assist with annual dues pricing updates and renewal billing cycles.

Client Support

• Participate in regular client meetings and provide membership updates.
• Assist in developing annual membership work plans and strategic initiatives.
• Recommend operational improvements to enhance member experience.
• Support implementation of new technologies and process enhancements.
• Other duties as assigned.

Qualifications

Education

• Bachelor's degree in Business Administration, Communications, Marketing, Nonprofit Management, or related field preferred.
• Equivalent combination of education and professional experience will be considered.

Experience

• 3–5 years of membership, customer service, association management, or nonprofit experience.
• Experience working within an Association Management Company (AMC) preferred.
• Experience supporting multiple clients or business units is highly desirable.

Technical Skills

Experience with one or more Association Management Systems (AMS), including:

• GrowthZone
• iMIS
• Fonteva
• MemberClicks
• Nimble AMS
• Higher Logic
• Salesforce (preferred)

Proficiency with:

• Microsoft Office 365
• Excel (reporting and data analysis)
• Outlook
• Teams
• SharePoint
• Zoom and virtual meeting platforms
• CRM and marketing automation platforms
• Basic reporting and dashboard development

Core Competencies

Customer Focus
Consistently delivers exceptional service while building strong, trusted relationships with members and volunteer leaders.

Communication
Excellent written and verbal communication skills with the ability to communicate professionally across all organizational levels.

Organization
Strong project management and organizational skills with the ability to prioritize competing deadlines across multiple clients.

Problem Solving
Ability to analyze issues, recommend solutions, and implement improvements with minimal supervision.

Attention to Detail
Maintains high standards for data accuracy, documentation, and operational excellence.

Collaboration
Works effectively with internal teams, client staff, volunteers, vendors, and leadership.

Adaptability
Thrives in a fast-paced consulting environment managing multiple association clients and shifting priorities.

Performance Expectations

The Membership Specialist will be evaluated on:

Membership Growth

• Achievement of client membership growth goals
• New member acquisition support
• Lead conversion effectiveness

Member Retention

• Renewal rate performance
• Member satisfaction
• Retention campaign effectiveness

Service Excellence

• Response time to member inquiries
• Resolution of member issues
• Client satisfaction
• Service level agreement compliance

Data Quality

• Membership database accuracy
• Timely processing of transactions
• Report accuracy

Operational Excellence

• Successful completion of assigned projects
• Continuous process improvement recommendations
• Effective collaboration across internal teams

Success Factors

The ideal candidate will demonstrate:

• Passion for serving mission-driven organizations
• Commitment to delivering exceptional member experiences
• Strong relationship-building skills
• Ability to balance strategic thinking with administrative execution
• Comfort working with multiple association clients simultaneously
• Initiative to identify opportunities for continuous improvement
• Professionalism, integrity, and accountability in all interactions

About IMN Solutions

IMN offers global, full-service association management and event management solutions. From strategy and governance through day-to-day administration and execution for associations and non-profits, to global event management, venue and housing sourcing, and beyond, IMN is our clients' perfect partner. Through our services, we help our clients: - Focus on their mission: With fully integrated staff, fractional outsourced functions, or temporary support, we take clients where want to go next. - Realize their potential: We eagerly share knowledge with clients and train them to help them evolve and grow into new areas and gain new skills and expertise. - Elevate their events: With our experience and our relationships, every detail runs smoothly and efficiently, client events are more profitable, and their attendees want to come year after year. - Build their brand: We ensure that everyone our clients care about knows who they are, the unique value they bring, and why their audience should pay attention. - Move with certainty: From governance, day-to-day operations and employee management to marketing and business development, event management, and so much more, we take it all, so our clients have more time to focus on what's important to them.

Connections working at IMN Solutions