Member Success Associate

Job Summary

*This is a full-time, hybrid position. During your 6-month probationary period, you will be required to work on-site for at least 3 days per week at Merit's office location in Ann Arbor, MI. Following, working on-site will be required for a minimum of 2 days per week.

At Merit Network, we believe technology has the power to connect people, strengthen communities, and expand opportunity. For more than 60 years, our nonprofit organization has supported education, research, healthcare, government, libraries, tribal organizations, and nonprofits through innovative technology and connectivity solutions. Join a team of passionate professionals who are committed to making an impact and helping create a future where communities have the tools and connections they need to thrive.

To learn more about Merit Network, please visit our website: https://www.merit.edu/ 

As a Member Success Associate with Merit, your contributions directly impact our Member community and enhance our collaborative efforts across the Community Engagement teams and with cross organizational partners. Reporting to the Member Success Associates Manager, this role is at the forefront of Merit's mission to deliver exceptional service and value to the Merit community by providing access to Merit's resources, services, and support, creating a seamless Member experience. Your responsibilities include efficiently managing business administration activities,  ERP-based data input,  quotes processing, signed agreements processing. You are pivotal in ensuring our Members receive top-tier support, working both independently and as an integral part of a dedicated team within assigned geographies, products, or expertise areas. Additionally, you provide first-level support directly to our Members. 

Responsibilities*

Responsibilities 

As the Member Success Associate, key responsibilities include, but are not limited to, the following:

Essential Functions for this position are followed by an (E). 

Quotes, Sales Orders, RFP Support and Service Delivery (40%)

• Partner with Network Engineers and MEMs to collect inputs and requirements for Member quotes. (E)
• Prepare quotes, sales orders, credit memos, and requests for proposal (RFP) support accurately and on time. (E)
• Manage quotes, agreements, implementation kickoff, and service order completion tracking with timely follow-through. (E)
• Collaborate cross-functionally to develop and respond to RFPs. (E)
• Support specialty areas as assigned (i.e., cybersecurity, licensing, E-rate, Rural Housing Commission). (E)
• Work directly with Members to capture reimbursement requirements (i.e., RHC), as assigned. (E)
• Partner with Member Engagement Managers (MEMs) to support assigned account needs and service priorities. (E)
• Support renewals by collecting and coordinating service requirements and timelines.
• Serve as primary Merit representative for assigned renewals. (E)
• Gather renewal data from MEMs and Network Operations; confirm no-change renewals with Members; generate sales orders accurately and on time. (E)

Member Support & Communication (30%)

• Deliver exceptional customer service to Members, vendors, and internal Merit teams.
• Serve as first-level support contact for assigned Members. (E)
• Provide first-level Member support across Merit services. (E)
• Monitor and triage emails, calls, and leads for the Member Engagement Team. (E)
• Track assigned requests; provide timely updates; analyze and process requests per established procedures. (E)
• Assume in-progress requests and drive them to completion with clear handoffs and documentation.

Systems, Data Quality, and Continuous Improvement (20%)

• Serve as super-user validating fixes/enhancements and reporting post-NetSuite issues to Business Systems as needed. (E)
• Maintain accurate records for contacts, customers, and Members. (E)
• Independently execute day-to-day responsibilities with accuracy, urgency, and attention to detail.
• Attend team meetings; stay current on policies, processes, and business conditions that affect service delivery to Members. (E)
• Demonstrate strong interpersonal, organizational, and communication skills; apply sound judgment and problem-solving.
• Participate in relevant professional development.

Meetings, Events, and Outreach (10%)

• Prepare for Member meetings and attend premier and governing meetings to collect administrative data and review invoices/POs. (E)
• Meet with vendors, Members, and MEMs to support product adoption. (E)
• Participate in Merit-hosted events and support event planning and execution as needed. (E)

Other Duties

Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Supervisory Responsibility

This position has no supervisory responsibilities.  

Work Environment

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, cloud-based systems, and AV/teleconferencing software and equipment.

 

Physical Demands

The physical demands described here are representative of those that must be met by you (with or without accommodations) to successfully perform the essential functions of this job.

You must frequently work at a computer station, answer telephone calls, emails, and other forms of customer/client communication. You may, on occasion, be required to move items of various sizes and weights throughout the office or building.

Required Qualifications*

• Bachelor's degree in a relevant field (i.e. Business, Communications, Marketing or a related discipline) and 1-3 years of professional work experience in customer service, sales operations, or a related field, or 5+ years of relevant professional work experience
• Proven experience in a customer service or client support role, demonstrating strong organizational skills and a commitment to delivering high-quality service.
• Ability to work independently while also thriving in a collaborative, team-based environment.
• Exceptional multitasking and time management skills to prioritize and resolve multiple tasks in a fast-paced environment. 
• Ability to engage with both technical and non-technical customers in a positive and solution-oriented manner regardless of circumstances. 
• Strong interpersonal, written, and verbal communication skills, with a focus on clarity and professionalism. 
• A customer-first mindset, with a strong passion for delivering exceptional service to Merit's Member community.
• Proficiency in Microsoft applications, including Word, Excel, and PowerPoint, as well as Adobe Acrobat Pro. 

Desired Qualifications*

• Experience working with NetSuite or similar ERP, CRM, service request, or project management tracking software.
• Previous experience in helpdesk support, order processing, or customer support center environments.
• Demonstrated excellence at building and maintaining strong working relationships with multiple organizations, customers, management, peers, and cross-functional teams.
• Experience working with higher education institutions, K-12 schools, libraries, research institutions, government agencies, and other public sector non-profit organizations.

Modes of Work

Position Type/Expected Hours of Work

This is a full-time, hybrid position. Though the typical work schedule is 8am-5pm, Monday through Friday for most staff, your work schedule will be determined with your supervisor and may change if necessary. 

During your 6-month probationary period, you will be required to be on-site for at least 3 days per week at Merit's office location: 

880 Technology Dr., Suite B
Ann Arbor, MI 48108

Following, working on-site will be required for a minimum of 2 days per week determined in partnership with your supervisor. In addition, ad-hoc on-site meetings and events may be needed with adequate notice provided. 

Positions that are eligible for hybrid or remote work modes are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. 

There may be some occasional work required outside of the established schedule, which may include evenings, weekends, and holidays. 

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Travel

Some local travel may be required to attend off-site meetings, conferences, and/or events. 

Additional Information

Starting salary range is $60,000-$65,000, depending on experience and credentials. 

Enjoy comprehensive benefits that support your health, well-being, and future, including:

• Full access to medical and dental insurance for you and your eligible dependents
• Generous 2:1 retirement matching to help you plan for your long-term goals
• Paid vacation, sick time, holidays, and additional paid time off to support work-life balance
• Access to a variety of well-being programs, resources, and campus perks
• Professional development opportunities and educational assistance to further your career
• And more discover the complete benefits package at careers.umich.edu/benefits 

If you have any other questions regarding this role, please contact [email protected].

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.