Communications/Editorial, Customer Service and Support, Marketing
4 Year Degree
(ISC)²is a global nonprofit organization that produces and delivers education and certification programs for information and application security professionals, currently serving over 123,000 members worldwide.
Summary Description of Position:
In this role, you love helping teams be great and provide overall leadership and management for the member services, media, events, and chapter program teams. You are membership focused and will be responsible for ensuring that our members are fully engaged and getting the value that they expect from their membership and (ISC)². Additionally, you’ll be the key business owner for the CRM software and submerged in metrics that help you make decisions to enhance the customers’ experience.
You will be responsible for developing and executing strategies, plans, and tactics that will effectively engage, retain and provide ongoing support to the (ISC)² membership. You will drive and implement strategic initiatives that ensure that all customers receive exceptional service.
Duties and Responsibilities:
Lead and manage the (ISC)² Media Group, Member Services, and Chapter Program. Co-own with other senior leaders in the Corporate Experience (CX) team the overall relationship with customers, which include: Increasing adoption, ensuring retention, and satisfaction.
Provide strategic planning, staff supervision, budget management, and the development and assessment of services.
Co-oversee with other senior leaders in CX all aspects of the Customer Experience by providing a full end-to-end journey. Distinguishing between Customer Support (reactive) and Customer Success (proactive), this position has overarching responsibilities to define and execute the end to end Customer Experience.
Lead initiatives and develop and implement strategies to ensure the delivery of a quality and superior customer experience.
Oversee the customer service operation, create, evaluate, and update processes and procedures to increase productivity and service levels, and lead a customer-centric company-wide culture.
Track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.
Collect and analyze customer interaction data to measure overall success and engagement, track feature adoption, identify user behavior and make adjustments as needed.
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
Product Owner for the CRM software
Develop and maintain the product vision and strategy and effectively communicate that vision to the scrum team
Provide oversight for membership benefit/discount programs and events.
Build strategic alliances to help support programs.
Work with external vendors and internal departments to ensure quality services are provided to members
Responsible for maintaining confidentiality of all member information.
Miscellaneous duties as assigned.
Physical & Mental:
Regular daily attendance at the (ISC)2 office
Work extended hours, when necessary
Work in an office environment using dual monitor computer screens
Sitting for extended periods
Self-starter; ability to work independently as well as in a team environment with minimal supervision.
About International Information System Security Certification Consortium
Headquartered in the United States and with offices in London and Hong Kong. (ISC)²® is the global not-for-profit leader in educating and certifying information security professionals throughout their careers. We are recognized for gold standard certifications and world class education programs.
We provide vendor-neutral education products, career services, and gold standard c...redentials to professionals in more than 135 countries. We take pride in our reputation built on trust, integrity, and professionalism. And we’re proud of our membership, an elite network of over 123,000 certified industry professionals worldwide.