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Membership Success Manager

3 months ago

Montreal Quebec GF, CA Mobilitydata Full time
About the position
  • Full time, 40h/week
  • Permanent
  • Starting annual salary range: 68 670 CAD - 78 280 CAD
  • Location: we’re primarily recruiting a Montreal-based person
  • Type: 75% Remote/Working from home and 25% travel for conferences, summits, etc.
  • Perks and benefits:
    • Open-minded and inclusive team that values care, collaboration, communication, accountability, pragmatism and diversity
    • 20 annual vacation days and additional paid time off for sick days, parental obligation, bereavement, etc.
    • Closed between Dec 25th and January 1st of every year (i.e. additional employer paid time off)
    • Health premium reimbursement (employer contribution may vary per country of employment)
    • Virtual health care service
    • RRSP (Canada) and 401K (USA) employer contributions
    • Compensations for public-transit and shared-mobility passes, home office material and coworking space

Hundreds of millions of public transit passengers around the world rely on apps to get information on how to get around. These apps and transportation providers rely on data standards to structure and exchange this information on things like subway routes, bus schedules, network disruptions, fares, and many other useful pieces of passenger information.

GTFS (General Transit Feed Specification) is a widely adopted open standard used by several thousand agencies across the globe such as the New York MTA, Tokyo Metro, and Paris RATP. This standard facilitates the dissemination of transit information to passengers through popular apps like Apple Maps, Google Maps, Transit, and Moovit.

At MobilityData, our mission is to empower GTFS users and enhance the standard's capabilities to meet evolving user needs. Our work includes facilitating discussions to advance standardization efforts for the benefit of global users, proposing new functionalities, and offering support through comprehensive documentation and training.

What you will do

As the Membership Success Manager, you will be the owner of the membership experience at MobilityData. You will be tasked with defining and executing how member organizations interact with and benefit from being a part of the MobilityData community, championing why members need to care about GTFS and MobilityData’s work as part of the global transportation industry.

You will be the primary point of contact for our Member organizations from across the world and will build strong, meaningful relationships with key stakeholders to deliver value. You will take an active role in supporting the Engagement and Product teams to collect members’ feedback, facilitate their needs and create dedicated services.

Membership Success (70%)

  • Execute the membership experience to drive customer satisfaction, loyalty and retention for Members located across the world
  • Manage and improve the onboarding process for new Members
  • Lead 1:1 member communications on a daily basis; facilitate incoming questions, advise on member needs, provide training and support as needed and enable collaboration across MobilityData resources as required
  • Lead the design and implementation of a robust membership experience and related benefits
  • Lead the development and execution of Member dedicated services (e.g., directory, training, networking, etc.) and managing its success
  • Collect and navigate Member organization feedback; support information sharing between the Engagement and Product Teams
  • Support the Engagement team by reaching out to new community members

Engagement Team Support (30%)

  • Own membership renewals for a targeted group of organizations
  • Own the process of invoicing and recovering payments to settle the membership or sponsorship fees
  • Manage and optimize MobilityData’s profile and presence for various global industry memberships we hold
  • Ensure internal tools (Google Drive, Airtable, Copper and Mailchimp) are kept up to date with Member contact information and communication notes
  • Support event planning (in-person and virtual) and logistics alongside the Project Manager and other team members
  • Maintain internal organizational documentation

And other activities as assigned.

This role is under the supervision of the Global Engagement Director. This role does not have a management profile.

Who you are
  • Minimum of 3-5 years experience with membership management or key account success
  • Proven ability to manage external relationships to support membership and/or revenue goals
  • Bachelor’s degree or comparable professional experience.
  • Full professional fluency in English
Even better if
  • Experience working within the transportation industry (public transit, ridesharing, micromobility and/or bikesharing)
  • Experience with global markets
  • Speak multiple languages
What to expect after you apply
  • We do our best to contact you within two weeks of receiving your application to let you know if your candidacy will progress.
  • Our hiring process usually spreads over 2 to 4 weeks, including interviews and technical testing.
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