Member Success Associate

* This is a full-time, hybrid position. During your 6-month probationary period, you will be required to work on-site for at least 3 days per week at Merit's office location in Ann Arbor, MI. Following, working on-site will be required for a minimum of 2 days per week.

At Merit Network, we believe technology has the power to connect people, strengthen communities, and expand opportunity. For more than 60 years, our nonprofit organization has supported education, research, healthcare, government, libraries, tribal organizations, and nonprofits through innovative technology and connectivity solutions. Join a team of passionate professionals who are committed to making an impact and helping create a future where communities have the tools and connections they need to thrive.

As a Member Success Associate with Merit, your contributions directly impact our Member community and enhance our collaborative efforts across the Community Engagement teams and with cross organizational partners. Reporting to the Member Success Associates Manager, this role is at the forefront of Merit's mission to deliver exceptional service and value to the Merit community by providing access to Merit's resources, services, and support, creating a seamless Member experience.

Your responsibilities include efficiently managing business administration activities, ERP-based data input, quotes processing, signed agreements processing. You are pivotal in ensuring our Members receive top-tier support, working both independently and as an integral part of a dedicated team within assigned geographies, products, or expertise areas. Additionally, you provide first-level support directly to our Members.

• Quotes, Sales Orders, RFP Support and Service Delivery (40%)
• Partner with Network Engineers and MEMs to collect inputs and requirements for Member quotes.
• Prepare quotes, sales orders, credit memos, and requests for proposal (RFP) support accurately and on time.
• Manage quotes, agreements, implementation kickoff, and service order completion tracking with timely follow-through.
• Collaborate cross-functionally to develop and respond to RFPs.
• Support specialty areas as assigned (i.e., cybersecurity, licensing, E-rate, Rural Housing Commission).
• Work directly with Members to capture reimbursement requirements (i.e., RHC), as assigned.
• Partner with Member Engagement Managers (MEMs) to support assigned account needs and service priorities.
• Support renewals by collecting and coordinating service requirements and timelines.
• Serve as primary Merit representative for assigned renewals.
• Gather renewal data from MEMs and Network Operations; confirm no-change renewals with Members; generate sales orders accurately and on time.
• Member Support & Communication (30%)
• Deliver exceptional customer service to Members, vendors, and internal Merit teams.
• Serve as first-level support contact for assigned Members.
• Monitor and triage emails, calls, and leads for the Member Engagement Team.
• Track assigned requests; provide timely updates; analyze and process requests per established procedures.
• Assume in-progress requests and drive them to completion with clear handoffs and documentation.
• Systems, Data Quality, and Continuous Improvement (20%)
• Serve as super-user validating fixes/enhancements and reporting post-Net Suite issues to Business Systems as needed.
• Maintain accurate records for contacts, customers, and Members.
• Independently execute day-to-day responsibilities with accuracy, urgency, and attention to detail.
• Attend team meetings; stay current on policies, processes, and business conditions that affect service delivery to Members.
• Demonstrate strong interpersonal, organizational, and communication skills; apply sound judgment and problem-solving.
• Participate in relevant professional development.
• Meetings, Events, and Outreach (10%)
• Prepare for Member meetings and attend premier and governing meetings to collect administrative data and review invoices/POs.
• Meet with vendors, Members, and MEMs to support product adoption.
• Participate in Merit-hosted events and support event planning and execution as needed.

• Bachelor's degree in a relevant field (i.e. Business, Communications, Marketing or a related discipline) and 1-3 years of professional work experience in customer service, sales operations, or a related field,
  or 5+ years of relevant professional work experience
• Proven experience in a customer service or client support role, demonstrating strong organizational skills and a commitment to delivering high-quality service.
• Ability to work independently while also thriving in a collaborative, team-based environment.
• Exceptional multitasking and time management skills to prioritize and resolve multiple tasks in a fast-paced environment.
• Ability to engage with both technical and non-technical customers in a positive and solution-oriented manner regardless of circumstances.
• Strong interpersonal, written, and verbal communication skills, with a focus on clarity and…