Massachusetts Technology Collaborative

Member Relations and Operations Specialist

Massachusetts Technology Collaborative

full-time

Posted on:

Location Type: Hybrid

Location: Westborough • Massachusetts • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Serve as a primary point of contact for member inquiries, ensuring high-quality customer service and timely, accurate information.
  • Act as the front-line troubleshooter for members, resolving issues related to Portal access, forgotten credentials, and technical usage to ensure a frictionless digital experience.
  • Develop, coordinate, and deploy professional member communications (e.g., newsletters, alerts, announcements) via the Member Portal and other channels.
  • Lead the logistical coordination and execution of member-focused events and meetings, including meeting planning, vendor communication, on-site assistance, and follow-up.
  • Proactively identify and implement operational suggestions for an overall better member experience across all touchpoints (communications, events, and portal usage).
  • Own the day-to-day operations and maintenance of the Member Management Software and the Member Portal, acting as the primary system administrator.
  • Ensure the integrity and accuracy of all member data (e.g., contact information, activity tracking) across the platform and integrated systems, facilitating reliable reporting and key metrics tracking.
  • Manage and optimize the new member approval and onboarding lifecycle, ensuring a seamless and positive transition into the community.
  • Implement and enforce efficient data management processes to maintain clean and organized records.
  • Manage and troubleshoot the ongoing functionality and user experience of the Member Portal.
  • Collaborate directly with NEMC leadership on strategic portal enhancements, managing the implementation of incremental changes based on member needs.
  • Support the integration of APIs and other third-party tools with the Member Management Software platform and Member Portal to enhance service delivery.
  • Develop and maintain comprehensive user guides, training materials, and FAQs for the portal community.
  • Develop and maintain reporting dashboards (e.g., membership retention, event attendance, portal usage) for the Senior Manager, ensuring the presentation of clean, curated metrics.
  • Utilize and maintain grant management software to support divisional grant programs, focusing on accurate data tracking of member and other applicant activities related to grants.
  • Provide high-level administrative and organizational support to the NEMC management team, leveraging expertise in data systems, reporting, and project coordination.

Requirements

  • 3+ years of experience in member management, community relations, or association operations, demonstrating a trajectory toward increased responsibility.
  • Demonstrated proficiency and hands-on administrative experience with Member Management Software or CRM systems with a proven ability to extract, interpret, and curate system-based performance metrics.
  • Strong understanding of member portal functionalities, user experience best practices, and basic data architecture principles.
  • Excellent organizational and project management skills, with a proven ability to independently manage multiple tasks and deadlines effectively.
  • Strong experience with data management, cleaning, and organization, including the preparation and curation of data for reporting and analytical purposes.
  • Strong written and verbal communication skills.
  • Proficiency in Microsoft Office 365 tools.
  • Familiarity with grant management processes and/or database management tools (e.g., Airtable) is a plus.
  • Ability to work independently, take ownership of tasks, and collaborate as part of a team.
  • Ability to travel to off-site events often not accessible by public transportation.
Benefits
  • MassTech offers a hybrid work schedule and a competitive total rewards package.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Member Management SoftwareCRM systemsdata managementdata cleaningdata organizationreportingAPI integrationMicrosoft Office 365grant management softwareproject management
Soft skills
customer servicetroubleshootingorganizational skillscommunication skillsindependent workteam collaborationevent planningproblem-solvingattention to detailtime management