Customer Engagement Advisor

Overview:
Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.

Position Summary:
The Customer Engagement Advisor, APAC role serves two key purposes that support our strategic objectives.

The individual is responsible for the coordination and support of ISC2’s Chapter and Member Relations, Volunteer and Advocacy growth in the APAC region. The role also requires the individual to make pro-active outbound engagement calls to our valued members, supporting them retain their membership.

The role is not a direct sales role but plays a significant part in helping ISC2 build and maintain our membership through proactive engagement and adding value. Targets are associated with this role.

**Responsibilities**:
Outbound Engagement - 50%:

- Provide a high-quality experience to our customer at all times, through multiple communication channels, achieving designated KPI’s associated with the role.
- Actively promote products and services to our customers. Explain products and make recommendations based on customer driven information.
- Proactively manage member accounts, ensuring they are receiving the best customer experience from ISC2.
- Achieving designated productivity and quality KPI’s, including making agreed weekly outbound calls to members, updating them on their membership status.
- Welcome calls to newly certified members at ISC2.
- Effectively maintain daily accurate and up-to-date customer data in Salesforce CRM, providing both insight and recommendations to improve the customer experience.
- Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty.
- Miscellaneous duties as assigned.

General Chapter Support (30%)

The Customer Engagement Advisor will serve as the point of contact for all chapters in the APAC region, and will carry out Chapter related support duties, as follows:

- Provide targeted and sustained member/chapter outreach and relationship via regional directors.
- Strengthen and heighten chapter relations by providing more effective and regular outreach, including communicating regularly and building relationships with chapter leaders and members.
- Create and manage schedule for APAC chapter events and activities, liaising with internal teams on leveraging these events and activities for other opportunities.
- Conduct trainings, meetings, and orientations for chapters. Also provide training and support to chapter staff in regional offices.
- Ensure all program policies and procedures are followed and expectations, duties and responsibilities are clearly communicated.
- Handle chapter questions, complaints, and issues in an effective and timely manner.
- Identify and provide resources/assistance needed by APAC chapters, providing appropriate solutions.
- Provide regular reports on program activities to management. Compile data and update records from annual chapter reports.
- Collect and assess chapter feedback and identify areas of improvement, developing new resources and tools based on feedback from chapters and members to provide support/solutions.
- Conduct chapter audits and take corrective action when necessary.
- Collaborate with other departments on chapter and member-related projects.
- Identify outstanding chapter volunteer achievements through ISC2 communications channels and awards program.

Specific Program support related to Strategic Activities (20%)
- Be the main support for mobilizing and supporting chapters in APAC for the 1MCC partner program, e.g. engaging volunteers via Chapters and members to develop study and mentor groups for specific areas where there is high 1MCC volume.
- Target membership growth opportunities by identifying areas where Chapters can be established in areas of hi