Role Title: Member Success Associate
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Summary:
Member Success Associates are a key element of client's member-facing organization, ensuring that assigned retailers, distributors, and brand/manufacturer members receive exceptional value throughout their relationship with SPINS IXONE. This role is responsible for retention, renewal execution, onboarding excellence, lifecycle management, and proactive partnership development - all tailored to the unique operational rhythms of client's data capture, management, enrichment, and content delivery ecosystem.
Member Success Associates are essential to advancing client's mission of driving data accuracy, digital enablement, and operational efficiency for all members.
Job Duties and Responsibilities:
. Responsible for operating as the lead point of contact during member onboarding journeys
. Own multiple client relationships including, but not limited to training, client queries, proactive outreach, and tools enhancements
. Facilitate timely resolutions to member inquiries, agreed upon training, and overall member fulfillment
. Maintain high level of member satisfaction by consistently providing tailored communication in all matters pertinent to the relationship
. Work effectively across various internal and external teams by demonstrating clear and concise communication skills
. Track the health of members on an ongoing basis to proactively address their needs
. Identify opportunities for improvement in the member experience
. Build strong member relationships and instill confidence across the organization especially with sponsors and technical contacts
Required:
. 1+ years of experience in Member Success, Customer Success, Account Management, or a related relationshipfocused role
. Ambition to achieve goals/objectives, discipline, sense of urgency, organization, and perseverance to deliver results.
. Ability to gather and make sense of large amounts of information and apply it to make decisions.
. Self-starter with a goal-oriented approach
. Experience in Member Success, Customer Success, Account Management, or related relationshipfocused roles.
. Strong communication, analytical, and strategic thinking capabilities.
. Passion for service and excellence
. Excellent verbal and written communication skills
Preferred:
. Experience working directly with retailers, distributors, or Client manufacturers
. Familiarity with SPINS IXONErelated platforms and processes
. Proficiency with MS Office, CRM systems, workflow tools, and BI platforms
