Specialist, Membership – Association Solutions

Position Summary

The Membership Specialist serves as a key member of the IMN Solutions Association Solutions team, delivering exceptional membership services to multiple association clients. This position is responsible for managing the complete membership lifecycle, supporting member engagement and retention initiatives, maintaining accurate membership data, and providing outstanding customer service. The Membership Specialist works collaboratively with client teams and internal departments to help associations achieve their strategic membership, engagement, and revenue goals.

As part of an Association Management Company (AMC), this role requires the ability to manage multiple client accounts simultaneously while maintaining exceptional attention to detail, responsiveness, and professionalism.

• Manage the full membership lifecycle, including new member applications, renewals, reinstatements, upgrades, transfers, and cancellations.
• Serve as the primary point of contact for member inquiries across assigned client associations via phone, email, and virtual meetings.
• Process membership transactions accurately and within established service level agreements.
• Maintain member records in Association Management Systems (AMS), ensuring data integrity and compliance with organizational policies.
• Monitor renewal activity and implement retention outreach strategies for at‑risk members.
• Support membership onboarding by coordinating welcome communications and orientation materials.

• Deliver timely, professional, and solution‑oriented customer service to members, volunteers, board leaders, and prospective members.
• Resolve membership questions regarding benefits, billing, committee participation, certifications, and events.
• Escalate complex member issues appropriately while ensuring positive member experiences.
• Maintain a high level of confidentiality when handling member information.

• Assist in implementing membership recruitment and retention campaigns.
• Support member engagement initiatives including volunteer programs, affinity groups, mentoring, and recognition programs.
• Coordinate member communications in partnership with marketing and communications teams.
• Assist with surveys, member feedback collection, and engagement analysis.
• Promote membership benefits and identify opportunities for increased member participation.

• Maintain accurate membership databases and perform routine data audits.
• Generate membership reports, dashboards, and performance metrics for internal teams and client leadership.
• Track key performance indicators including:
  • Membership growth
  • Retention
  • Renewal rates
  • New member acquisition
  • Member engagement
  • Volunteer participation
• Identify trends and recommend process improvements based on data analysis.
• Maintain job boards within AMS as necessary (based on client)

• Support membership‑related events including conferences, webinars, networking events, committee meetings, and new member orientations.
• Assist with attendee registration, roster management, and post‑event reporting.
• Coordinate volunteer onboarding and committee roster maintenance.
• Provide administrative support for membership committees, sub‑committees, and task forces.

• Process membership invoices and payments.
• Reconcile membership transactions with finance staff.
• Monitor outstanding balances and support collection efforts.
• Assist with annual dues pricing updates and renewal billing cycles.

• Participate in regular client meetings and provide membership updates.
• Assist in developing annual membership work plans and strategic initiatives.
• Recommend operational improvements to enhance member experience.
• Support implementation of new technologies and process enhancements.
• Other duties as assigned.

• Bachelor's degree in Business Administration, Communications, Marketing, Nonprofit Management, or related field preferred.
• Equivalent combination of education and professional experience will be considered.

• 3–5 years of membership, customer service, association…