Member Services Coordinator

JOB SUMMARY

Join our team and take on a pivotal role in the CEN Connect initiative, an ambitious project to improve and expand the CEN cyberinfrastructure, funded by the American Rescue Plan Act (ARPA) of 2021. This position is initially project-focused, with the current timeline extending through to the end of 2026. Upon project completion, there is potential for the role to evolve into a full-time, annually renewable position. Be a part of something significant and contribute to a transformative project with CEN Connect!

CEN's Member Services team has broad responsibility for vital areas of the CEN operation. Primarily in service to CEN's 650+ members (customers), the Member Services (MS) team is accountable for: 

• Member service requests 
• New member development, sales, and onboarding 
• Marketing, communications, and publicity 
• Member engagement events and coordination with member advisory councils 
• CRM system development
• Project management 

Under the direction of the Member Services Manager, the Member Services Associate (Administrative Program Support 3) is responsible for managing the member relationship for a segment of the overall membership.

The incumbent is responsible for coordinating projects that provide support and services to member organizations and projects that develop CEN's operational processes. The incumbent also provides support for member engagement activities.

The successful candidate will bring a bachelor's degree in a related field and at least four years’ experience in customer service and/or sales roles with demonstrated abilities to work effectively in a fast-paced, entrepreneurial, technology-based environment.

ORGANIZATIONAL OVERVIEW

The Connecticut Education Network (CEN) is Connecticut’s trusted internet partner, committed to our member community and its success. By honoring this commitment, we have grown the member customer network and maintained our reputation as one of the most valued and secure Internet Service Providers serving CT for over 20 years. Join CEN to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do, where you do it, and contributing to a mission and vision that provides unprecedented value to CT.

SALARY

• P3 - $57,505 to $74,756

BENEFITS INCLUDE

• Defined contribution with employer match or defined benefit program retirement options
• Excellent and affordable healthcare options
• 35-hour work week
• 22 paid vacation days per year, in addition to paid sick leave and 13 paid holidays
• Annual merit increase program, contractually based
• Employee and dependent tuition waivers
• A highly desirable work environment and work-life balance

DUTIES AND RESPONSIBILITIES

The responsibilities and essential duties of the Member Services Associate fall into the two broad categories below.  

Member Support 

• Own the member (customer) relationship for one or more segments of the member population.
• Conducts personal outreach to prospective members to engage them in projects and programs.
• Responds to inquiries and manages the requests for closure or cancellation.
• Contributes to the development and implementation of strategies to attract new members and upsell existing members on additional products and services.
• Assists in market research on industry trends, services, pricing, and competitors.
• Engages with community groups to promote CEN value proposition and services.
• Assists in the preparation of quotes for CEN services.
• Responds to RFP/RFQ/RFI, E-Rate, and CEN Connect requests.
• Evaluate member service utilization regularly to ensure appropriate pricing.
• Creates and maintains CRM leads, accounts, opportunities, and product orders.
• Prepares CEN member service agreements for approval.
• Coordinates and negotiates pricing with third-party service providers as needed.
• Coordinates projects with member representatives and the CEN team.
• Supports the planning, coordination, and execution of events, including the annual CEN Member Conference, town halls, training, and advisory council meetings.
• Performs related work as required.

Operational Processes Support 

• Engages with cross-functional teams in seeking ways to improve business processes, and systems, and to gain efficiency. 
• Assists in the design, documentation, and maintenance of operational and system processes. 
• Ensures the requirements of technical, business operations, and support services teams are addressed.
• Performs