LYRASIS
  • Atlanta, GA, USA
  • Full Time

LYRASIS located in beautiful midtown Atlanta, GA is seeking to hire a full-time Manager of Member Services to manage a team focused on administering both the high volume of time-sensitive invoicing activities, as well as the proactive support of our Member, future member, and customer account needs.

 This position offers a competitive wage and generous benefits including medical, dental, vision, basic life, AD&D insurance, a flexible saving account, and flextime. If this sounds like the management opportunity you've been searching for, apply today!

 ABOUT LYRASIS

 LYRASIS is a non-profit membership organization whose mission is to support enduring access to the world's shared academic, scientific, and cultural heritage. We do this through leadership in open technologies, content services, digital solutions, and collaboration with archives, libraries, museums, and knowledge communities worldwide.

 Our company culture is based on the values of communication, respect, collaboration, impact, and service. We truly value our team which is why we offer competitive compensation and a great work environment.

 

A DAY IN THE LIFE AS THE MANAGER OF MEMBER SERVICES

 As the Manager of Member Services, you play a critical role in the success of our membership experience and overall organization. You supervise your staff comprised of customer service representatives and specialists. To build staff knowledge and ensure consistent capacity to support our members, you coordinate training and cross-training. You coach, mentor, and develop your team, ensuring that they have the tools they need to be successful. This enables your staff to achieve organizational, team, and individual goals. 

Your team will  perform two primary roles: 1. Administers a high volume of invoicing activities that require engaging with multiple vendors, high attention to detail and adherence to deadlines and 2. Proactive and reactive engagement with members, future members and customers of services that do not require membership.

This role sets the tone for both high standards of excellence in these critical ways:

  • Oversee the administration and delivery of invoices to a variety of products and services to member and non-member organizations in a deadline-environment
  • Cultivate a team environment that promotes both proactive and reactive service and retention
  • Creation and administration of performance standards, measures and process and training improvements designed to ensure high-end market performance, organizational "stickiness" and awareness of all benefits of membership

 

You ensure excellent customer service to members through continuous process improvement. Using your strong interpersonal skills, you develop and maintain effective business processes and partnerships with members and vendors. 

You are outgoing and people-oriented with the ability to inspire and mentorYour attention to detail, ability to make process improvement steps will establish high standard processes and create opportunities. You have the ability to create an  environment that is both productive and motivating.

 The key to your success is not just that you are passionate about providing world-class customer service, but that you can transfer that passion to your team. You thrive in our fast-paced environment and get great satisfaction out of contributing to our continued success through effective management.

 QUALIFICATIONS

  • Bachelor's degree required
  • Microsoft Office Suite (Word, Excel, Powerpoint, OneNote)
    • Strong excel skills (pivot tables, VLOOKUP, data analysis, and manipulation)
  • CRM management (preferably Microsoft Dynamics)
    • Create and manage KPI performance metrics
    • Create and manage reports on Accounts, Opportunities, Quotes management
    • Basic data governance best practices
  • Proficient with Webinar software (Zoom, GoToMeeting)
  • Previous customer service management or supervisory experience. The ideal candidate might come from a library or technical services environment
  • 5+ years of customer services or inside sales experience
  • Previous experience with CRM (Microsoft Dynamics preferred)
    • Data governance
    • Report building and administration

 

Do you have a strong work ethic? Can you work collaboratively as well as independently in a service-oriented environment? Are you organized and able to manage your time effectively? Are you detail-oriented? Do you have strong interpersonal and communication skills? Can you manage a team and help them achieve goals? If so, you may be perfect for this management position!

 

ARE YOU READY TO JOIN OUR TEAM?

 

If you feel that you would be right for this Manager of Member Support position, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!

To Apply: All applications MUST be submitted with a cover letter for consideration. 

 

Suitable applicants can apply online: https://lyrasis.isolvedhire.com/

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