Membership Coordinator

If you have great communication skills, enjoy interacting with customers, enjoy program coordination, and would enjoy working for one of the best companies in Detroit - please read on!

About the NCFDD
NCFDD isn't just a company; it's a catalyst for change. We've empowered over 280,000 faculty members at 350+ schools to help them achieve their professional and personal goals.

The NCFDD helps faculty thrive, which helps strengthen the higher education system and student experience. The NCFDD provides both institutions and individual faculty members to develop through workshops, coaching, mentoring, peer-to-peer programs, and a custom-built learning platform. Founded in 2010 by a former academic, the NCFDD is a for-profit company based in downtown Detroit, MI, backed by a small group of investors and entrepreneurs who are aligned with our mission.

At the NCFDD, we serve not only our universities and their academics but each other. We consistently work to ensure our employees love their jobs and are invested in our community. Ours is a hybrid workplace fueled by passion, recognized by Crain's Detroit as the #3 Best Place to Work for three years running.
Join us, and watch your career flourish while making a real difference in education

Position Summary
The NCFDD has grown to 30 Detroit-based team members and 200+ academic coaches in the last 5 years. To further the NCFDD’s continued growth and work towards our mission, the Member Resources Coordinator will provide general support for NCFDD membership in a variety of areas, collaborating regularly with team members and coordinating efforts when necessary. This position will report to the Director, Member Resources.
The role will require:

• Coordinating, facilitating, and supporting all NCFDD online webinars and trainings
• Handling member support calls and emails related, but not limited to individual and institutional member account support, NCFDD program support, and membership inquiries
• Working in the NCFDD database to manage general account support

Detailed Responsibilities

General Support:

• Receive and respond to incoming customer service call and email inquiries from individual, institutional, and prospective members
• Manage shared email inboxes, determining level of support needed from additional team members to respond to incoming emails

Membership Management:

• Gather and organize membership testimonials
• Support in email editing and review
• Utilize CRM systems to manage expiring and expired individual members
• Manage trial and bulk individual membership requests
• Leverage HubSpot to create and maintain membership workflows
• Collaborate with NCFDD Engagement and Partnerships teams to coordinate external communication and/or member resources as needed

Online Trainings and Webinars:

• Coordinate with NCFDD Academic Director of Training and Content to schedule and facilitate all guest expert webinars and multi-week courses
• Facilitate recording of monthly core curriculum webinars with NCFDD Certified Workshop Facilitators
• Maintain responsibility for organization of member resources and coordinate with NCFDD Partnerships Team to develop collections of resources ad-hoc
• Process video recordings and maintain online webinar library

Technology:

• Utilize NCFDD’s technology platform to pull NCFDD membership data and support in member requests
• Utilize Zoom to manage all webinars and online trainings
• Utilize email management system for enhanced NCFDD member communications
• Utilize shared inbox system to streamline incoming support emails

About You

At the NCFDD, you will collaborate with a group of friendly, kind, and dedicated co-workers that are not only committed to the NCFDD’s mission, but also value their work-life balance.

• Bachelor’s Degree and 3-5 years of work experience
• Team fit, including alignment with and / or adaptable to the NCFDD’s culture, including working cross functionally with a focus on teamwork, kindness, and work ethic, and having a customer first mindset
• Experience coordinating and supporting Zoom webinars and meetings
• Video editing skills with knowledge of editing software (iMovie)
• Strong Microsoft Office (e.g. Excel), Google Suite (e.g. Sheets) abilities
• Experience using and managing CRM software (e.g. HubSpot) and Bulk Email Marketing (MailChimp)

Benefits:

• Medical, dental, and vision insurance; dependents and domestic partners eligible
• 401(k) retirement plan with company match
• 40+ days of paid time-off annually inc. vacation, federal holidays, sick days, and additional company time-off
• Daytime out-of-office policy of up to 2 hours at a time 2x per week
• Paid parental leave for birthing and non-birthing parents
• Phased back to work program for employees returning from parental leave
• Laptop PC iPhone, and peripheral equipment provided

Hybrid Work Model:

• Team members work on Mondays and Thursdays at the NCFDD’s offices in downtown Detroit
• Team members work from home on Tuesdays, Wednesdays, and Fridays
• Employees are not required to work from the office in February, August, and December
• Reduced work hours during “Summer Fridays”
• Paid parking spot in downtown Detroit for use for work and personal purposes
• Monthly home-internet reimbursed

The NCFDD is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don’t discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.