Member Services Manager

Job Description: Member Services Manager

Overview

Responsibilities

• Develop and execute performance strategies to streamline the reporting process for state and federally funded public works projects.
• Own the full member services cycle—from onboarding to closing—using ClickUp CRM.
• Forecast revenue growth and manage monthly invoice preparations.
• Implement phased member service goals aligned with national expansion strategy.
• Develop strategies to scale operations and optimize performance in high-demand markets.
• Manage employees to support member satisfaction.
• Manages internal teams to ensure all member requests are completed according to company timelines.
• Ensures monthly billables are tracked and summarized daily.
• Represent PWC at seminars, webinars, conferences, expos, and training sessions when needed.
• Support member compliance and ensure team is following up on communications and documentation monthly.
• Maintain strong relationships with associations and public agencies.
• Ensure PWC is serving as a trusted advisor in the community.
• Coordinate internal and partner meetings.
• Ensure team maintains accurate member records and clean files enforcing data standards.
• Document processes and update SOPs as tools and workflows evolve.
• Follow up electronically or verbally with key member accounts on an as-needed basis.

• Works closely with the Marketing & Development Manager to facilitate the onboarding process for new members, ensuring a smooth transition and a positive start to the relationship.
• Understands all aspects of federal, state, and local city reporting requirements.
• Use Click Up to set up, monitor and acquire comprehensive knowledge of all active quests, members and tasks
• Develop strong, long-lasting relationships with industry professionals, awarding bodies, and members.
• Use CRM software and Microsoft Office Suite which includes using the internet, company software and any databases that member accounts are under.
• Share feedback and insights with internal teams to drive service improvements.
• Participate in regular team meetings and strategy sessions to align team goals and objectives.
• Proactively identify and address any issues or challenges faced by teams.
• Ensure timely resolution of issues to maintain satisfaction and trust.
• Maintain professionalism and composure in tricky situations, demonstrating strong conflict resolution skills.
• Lead, mentor, and train a team of Member Relationship Managers, Admins, Project Coordinators, and Member Coordinators.
• Develop strategic performance strategies to drive growth and retention
• Collaborate with internal teams to deliver high-quality service and solutions
• Prepare and deliver performance appraisals
• Stay informed about industry trends and competitor activities
• Attend meetings on an as needed basis

Problem Solving and Conflict Resolution

• Act as a mediator in conflicts between top members or industry professionals and internal teams, ensuring a fair and satisfactory resolution for all parties.

Professional Development and Continuous Improvement

• Participate in ongoing training and development programs to enhance skills.

• Stay up to date with best practices and embrace new technologies, including AI.
• Seeking feedback from members and management team to identify areas for improvement and growth.
• Continuously evaluate and improve CRM processes and procedures.
• Share best practices and process improvements with the broader team.

Qualifications

• Bachelor’s degree in business administration or related field (preferred).
• 3–7 years of experience in office management or consulting services.
• You have a stable ‘at home’ work environment with dedicated office and/or noise free space and sufficient internet connection to accomplish online work, video, and phone calls
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Proficiency in CRM software and Microsoft Office Suite
• Strong Microsoft Excel skills for list management, data cleanup, and reporting.
• Strategic thinking and problem-solving abilities
• Proficiency with ClickUp or similar platforms.
• Proficiency with LCP Tracker, Elations, eMars, eComply or similar platforms.
• Proficiency with state reporting websites including, CA DIR, L&I, DCAMMS or similar platforms.
• Understanding of labor compliance requirements & certified payroll reporting
• Excellent attention to detail, organizational skills, and follow-through.
• Clear written and verbal communication with professional etiquette.
• Ability to prioritize multiple deadlines and deliver consistent results.
• Willingness to travel (25–40%) for events and client meetings.

• Experience in construction, public works, government contracting, or compliance industries.
• Familiarity with Davis-Bacon, prevailing wage laws, or public contracting processes.

Key Skills

• Leadership: Ability to lead and inspire a large team
• Strategic Planning: Develop and execute outreach plans
• Communication: Articulate and effective in external and internal communications
• Problem-Solving: Expertise in identifying issues and implementing solutions
• Social Skills:Building rapport, customer service, and maintaining positive relationships