Member Experience Coordinator

About NSTXL:

The National Security Technology Accelerator (NSTXL) harvests innovative technology from the commercial and non-defense marketplace, transforming government innovation while decreasing costs, compressing timelines, and improving outcomes. We offer a unique and simplified approach to rapidly developing, demonstrating, and assessing prototypes that address various operational and installation needs, from individual Warfighter technology to large-scale installation projects. NSTXL supports technology delivery to the Department of Defense by serving as a one-stop shop to match government requirements with innovative private-sector and academic solutions.

NSTXL is creating an ecosystem of innovators to collaborate and bring next-generation technologies to the end-user. Our OTAs have over 900 members from corporate, non-profit, educational, and financial institutions. For these members, NSTXL offers opportunities to bid on government contracts, education and training, and live/virtual forums on various topics.

Job Description:

The Member Experience Coordinator plays a key role in delivering a high-quality, engaging, and seamless experience for our members. This position is ideal for someone who thrives at the intersection of customer experience, operations, and data—bringing both a people-first mindset and strong attention to detail.

In this role, you will serve as a primary point of contact for members, supporting them through onboarding, ongoing engagement, and day-to-day needs. You’ll help shape meaningful interactions through one-on-one support, webinars, and community initiatives, while also ensuring the accuracy and integrity of member data that powers our programs.

If you enjoy building relationships, solving problems, and contributing to a growing, mission-driven organization, this role offers a dynamic opportunity to make a measurable impact on the member experience.

Essential Duties and Responsibilities

• Member Support and Engagement
• Serve as a primary point of contact for member inquiries across email, phone, and chat
• Provide timely, accurate responses and resolution to member needs
• Lead onboarding for new members through one-on-one support and scalable onboarding programs
• Support ongoing member engagement through communications, webinars, and community initiatives
• Moderate and maintain active participation within member communities

Membership Operations

• Manage membership applications, approvals, account setup, and renewals
• Maintain accurate member records, including points of contact, certifications, and company information
• Ensure consistency across all membership workflows and processes
• Track and manage support cases, escalating issues when appropriate

CRM and Data Management

• Maintain data accuracy within CRM systems across all member records
• Manage and optimize CRM properties and workflows supporting the member lifecycle
• Ensure data integrity across reporting, communications, and operational processes

Programs, Events, and Communications

• Support planning and execution of virtual and in-person member events
• Maintain the membership portal and events calendar
• Contribute to member communications, including emails, reports, FAQs, and guides
• Represent the organization at conferences and trade shows, engaging prospective members

Reporting and Insights

• Compile and support reporting on weekly, monthly, and quarterly program metrics

• Conduct member surveys and analyze results
• Translate findings into clear insights to support program improvements

Additional Responsibilities

• Support membership and marketing initiatives as needed

Travel:

• Travel for this position is estimated up to 15%

Equal Opportunity Employer:

NSTXL is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information.

Required Qualifications

• Bachelor’s degree in Communications, Marketing, or related field (or equivalent experience)
• Experience with CRM platforms (Salesforce, HubSpot) and Microsoft Office Suite
• Strong customer-first mindset with a passion for delivering excellent service
• Excellent written and verbal communication skills
• Highly organized with strong attention to detail, especially in data and process management
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Collaborative and team-oriented, with the ability to work cross-functionally
• Strong interpersonal skills with the ability to build and maintain relationships
• Ability to analyze data and translate insights into meaningful stories or recommendations

Preferred Skills/Experience

• Experience in a membership, customer service, or support-focused role
• Experience with design tools such as Canva or Adobe Creative Suite

What We Offer:

We strive to be one of the best places to work in America. We offer competitive salaries and benefits that include:

• Health Insurance: Medical and dental – company pays 90% of premiums for individual coverage and for family coverage
• Vision Insurance: Fully covered
• Retirement Plans: 401(k) with employer match up to 4%
• Paid Time Off: Paid sick and safe leave, 10 federal holidays, floating holiday + your birthday, and generous vacation
• Other:
• • Basic Life & AD&D policy company paid
  • Voluntary Life
  • Flexible & remote work structure
  • Wellness reimbursement plan & mental health support
  • Community sponsorships
  • Donation matching
  • Professional development allowance

If you need any accommodation for the interview process, please let us know when we contact you.

We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We are currently only open to remote employees residing in the following states: AL, CA, CO, DC, FL, IN, MO, NC, NJ, NM, NY, OH, OR, PA, SC, TN, TX, VA, WA, WY