THE ORGANIZATIONThe Entrepreneurs’ Organization (EO) is a high-quality support network of 18,000 business founders and owners in 220 chapters and 80 countries worldwide. EO’s purpose is to move the world forward by unlocking the full potential of entrepreneurs. Since 1987, EO has helped entrepreneurs achieve transformational growth through the power of life-enhancing connections, shared experiences, and collaborative learning. Guided by EO’s core values: trust and respect, thirst for learning, think big, be bold, and together we grow, EO’s international staff collaborates successfully across diverse cultures. As an EO employee, you will gain access to the world’s top experts in entrepreneurship, grow beyond your perceived limits, and make breakthroughs as you refine and realize your personal goals. EO’s competitive total rewards package, flexible work environment, and generous professional development resources are frequently cited as among the most popular benefits of working at EO.
Position Summary
The Manager, Global Member Processing, will support all administrative and training aspects of EO’s annual renewal project. This project is the most important revenue driver for the organization and is the only EO activity which touches every member of the organization. The Manager is expected to work harmoniously and effectively with the team. This individual should be a self-starter who desires to show ownership, commitment to the job, exercises confidentiality and discretion.
Essential Duties And Responsibilities
- Deploy and implement training plan for both EO Global and chapter staff and Member Service Centre associates.
- Serve as first point of contact for all member and staff queries which may come in outside of normal US working hours. Includes being primary support EO Accelerator staff.
- Responsible for identifying and deploying solution for answering emails received in organizations shared email account dedicated to renewals as well as responding to tickets.
- Supporting new member processing associates with general support as well as aiding in enhancing membership reporting.
- Develop plan for management of renewals@eonetwork.org email account to include process and standard answers.
- Responsible for electronic renewals FAQ and knowledge hub ensuring all information is accurate and up-to-date.
- Ensure all process documents are posted immediately and archived for easy access for all team members (current and future).
- Primary contact with technology team on EMS ticketing enhancements.
- Serve as second point of contact to troubleshoot any technology issues specific to the renewals project.
- Assist data and insights team with deployment of annual exit survey.
- Responsible for conducting post-renewal feedback session with respective staff and/or chapter staff.
- Responsible for providing renewal report or other relevant reports on adhoc basis for regional staff.
- Primary lead to ensure installment payments are processed, and regional teams are notified of incomplete payments.
- Provide general assistance to the Vice President, Membership Operations and other membership team members as needed. This includes, but is not limited to:
- Developing training program forty-five days prior to renewal launch.
- Completing all relevant training fifteen days before renewal launch.
- Ensuring all emails received at renewals@eonetwork.org answered within 24 hours.
- Organizing internal tools for start of renewal project and completing within 60 days of close of renewals.
Qualifications, Skills, And Knowledge Required
- Bachelor’s degree with a minimum of 3 years of relevant work experience
- Experienced in project management, computer software and personal development, CRMs, AMSs and other data sources
- Understanding of association management
- Exceptional skills in MS Excel, communications and customer service
- Ability to interact with entrepreneurs and vendors with tact, diplomacy and poise
- Excellent attention to detail
- Promote quality through continuous performance improvement
