Director of Member Relations at PowerOptions, Inc.

About Us

Established in 1998, PowerOptions is New England’s largest not-for-profit, energy-buying consortium that empowers other nonprofits and public entities to reduce their carbon footprint, energy complexities and cost with our suite of offerings. PowerOptions’ vision is to create a future of affordable, sustainable and reliable energy for all nonprofits. We do this by acting as a trusted advisor and resource to over 500 Member organizations across New England.

Role Description

The Director of Member Relations will have a key leadership role in the organization, representing the voice of our Members and Collaborators and ensuring the products, services, and ways of engaging with them provide value and meet their needs. The Director of Member Relations will report to the Chief of Staff and Impact and will supervise the Member Management Team.

Key Responsibilities

Responsibilities of the Director of Member Relations position include but are not limited to:

General Responsibilities

• Lead strategic planning and implementation for the Member Relationship function, including existing and new member relations, ensuring alignment with PowerOptions’ mission and values.
• Oversee development and implementation of budgets, forecasts and strategic plans for Member Relations programs. Track, manage and report performance against key performance indicators.
• Prepare regular reports for internal and external stakeholders, demonstrating member relations program impact and effectiveness.
• Manage team of Member Relationship Managers and Senior Program Manager- Maine.
• Serve as the lead for the Member Advisory Committee, actively engaging members and planning biannual meetings and an annual field trip.
• Oversee new Member onboarding and orientation in coordination with Marketing.
• Work collaboratively with staff and teams to integrate the principles of diversity, equity, inclusion, justice, access, and belonging into our internal and external work.
• Be a key member of the leadership team, contributing to business success and growth.

Member Journey and Strategic Development Responsibilities

• Serve as the voice of Members across the organization, working closely with all business lines to ensure that our products, services, and processes are serving our Members well. This will involve working collaboratively with other teams to develop processes, systems, and products that ensure Member journeys that meet our segmented Member needs.
• Responsible for overseeing the entire Member journey, from initial engagement to post-Membership support, with the goal of maximizing Member satisfaction and retention.
• Lead organizational CRM efforts to ensure high levels of data & reporting accuracy and lead continuous improvement of systems and processes to improve efficiency, reduce friction, and increase customer engagement and satisfaction.
• Assess existing sales and outreach processes and assist with the establishment of improved processes and development of training and documentation materials to best support the team in conjunction with the Marketing team.
• Assess and further develop existing Member segments, map Members to segment, and retention plans for the existing Member base.
• Build a prescriptive, scalable strategy to expand opportunities with Members that is in alignment with their needs.
• Develop and deliver accurate forecast details during monthly business reviews.
• Maintain positive and dedicated line of communication between the lines of business, as well as with senior leadership.

Account Management and Member Support

• Manage Member Relationships & Strategic Accounts: Serve as the Member Manager for ~25 of PowerOptions’ largest members (cities, towns, hospitals, universities). Build and nurture C-level relationships to strengthen partnerships and support members in making informed energy and decarbonization decisions.
• Drive Member Success & Program Improvement: Ensure Member Relations activities effectively meet member needs; regularly gather and act on feedback to exceed expectations, enhance offerings, and develop new solutions.
• Achieve Growth, Renewal & Satisfaction Targets: Establish, pursue, and meet (or exceed) goals for commodity renewals, cross-sell opportunities, membership growth, retention, and overall member satisfaction.
• Lead Account Management Strategy & Performance: Plan and direct Account Management activities to meet targets; report on pipeline development, forecasts, and performance to Leadership.
• Analyze Pipeline & Implement Improvements: Assess pipeline health, activity levels, and forecasts to identify progress and areas for refinement; develop and execute improvement plans.
• Collaborate on Tech-Enabled Solutions: Work with the tech enablement team to identify and adopt AI and other technology tools that increase productivity, unlock insights, and support member decision-making and learning.

Team Management

• Provide leadership and manage a high-performing team of Member Relationship Managers and the Senior Program Manager- Maine, each with their own client pools, to drive retention and growth.
• Foster an inclusive, collaborative, productive and innovative work environment to support successful program and service execution in alignment with PowerOptions’ mission-driven culture.
• Support team members with one-on-one meetings. Coach team members through development of key skills, including forecasting & consultative sales planning, prospecting/pipelining within account base, complex deal negotiations, as well as CRM/reporting accuracy. Guide team on portfolio management and account prioritization, with emphasis on building long-term partnerships.
• Work alongside Member Relationship Managers by supporting deal strategy and client meeting preparation to ensure pipeline coverage, retention, and growth of existing Members. Serve as an escalation point for the team on all deals.
• Communicate and establish expectations for weekly activities, pipelines, forecasts and closed deals. Monitor activity of the team, tracking results, and leading weekly forecast and pipeline review meetings. 
• Lead by example, modeling best practices for consultative sales and managing the Member journey. 
• Embody PowerOptions mission and values, demonstrate ownership and leading with empathy in all Member interactions

Qualifications and Experience:

While no candidate will embody all qualifications, the ideal candidate will possess the following:

• Bachelor’s degree in business, economics, engineering, sustainability, or related field preferred.
• 10+ years in sales/account management, including 5+ years leading high-performing, values-driven teams.
• Experience in energy, program management, contracting, and account management; knowledge of energy commodities preferred.
• Experience working with nonprofits and the public sector.
• Exceptional relationship-building and communication skills, including strong reporting, forecasting, and presentation abilities.
• Commitment to Member-first service and supporting efforts to reduce energy cost, carbon, and complexity.
• Collaborative leadership style with a record of delivering results and managing teams to KPIs.
• Proven ability to manage external vendors and stakeholder relationships.
• Strong consultative sales skills with recent success closing complex sales cycles with large corporations and non-profits with annual budgets up to $7M or more.
• Consistent revenue generation and quota attainment through effective pipeline development and expansion of existing Member accounts.
• Strong analytical and data-driven decision-making skills.
• Advanced Excel proficiency and experience developing complex spreadsheets.
• Extensive Salesforce or similar CRM expertise.
• Creative, independent problem-solver with conflict-resolution experience.

Requires a willingness to work a flexible schedule. Some travel within New England may be required.

Benefits of Joining our Team:

• Competitive and equitable salary and performance incentive compensation 
• Robust health & dental coverage with high deductible reimbursement 
• Plentiful PTO 
• Generous 401k/IRA retirement plan employer contributions 
• Paid parental leave 
• Professional development annual stipend 
• Work with passionate, collaborative, dedicated and supportive coworkers 
• Regular outings and team events 
• Rewarding mission-driven work 
• Hybrid work environment 

Salary Range

The salary range for this position is $140,000-155,000.

To apply, please send a cover letter and a current resume with a link to your LinkedIn profile to [email protected] with the subject heading “Director of Member Relations.” Complete applications must include both a resume and cover letter. Job posting will remain open until filled and applications will be reviewed as they are received. 

PowerOptions is unable to sponsor an employment visa at this time. 

E-Verify

PowerOptions participates in the federal E-Verify program. For information on E-Verify, visit www.e-verify.gov. 

Commitment to Diversity: 

PowerOptions, a woman-led nonprofit, was founded to serve under-resourced communities. We are committed to equity and inclusion in our work to advance energy justice and in how we grow as an organization. We strive to build a diverse team that brings broad perspectives and expands opportunities for marginalized communities in the energy industry.

PowerOptions is an equal opportunity employer. We hire, train, compensate, and promote without regard to race, religion, gender identity or expression, sexual orientation, disability, age, national origin, genetic information, veteran status, or any other characteristic that makes each person unique.