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Associate Member Services Director / Member Services Director (myPolicies)

by Info-Tech Research Group

Location: London, ON
Date Posted: Dec 19, 2023
Info-Tech Research Group

Job Description

Associate Member Services Director / Member Services Director (myPolicies)



Info-Tech Research Group and McLean & Company are the world’s fastest growing IT & HR research and advisory firm, proudly serving over 30,000 IT & HR professionals with a fast-growing division - myPolicies.

Since 2016, myPolicies, has developed a leading, global policy management software. Our mission is to provide an easy to use, future-state software for managing all policies, procedures, and other critical documents within multi-sized organizations. Companies using myPolicies gain benefits by; increasing their efficiencies for policy management, alleviate any uncertain risks to the business while building a culture of compliance and transparency across their organization. myPolicies has enjoyed substantial growth and service in 2023. We want to maintain and grow our high-level of service by adding a great Account Executive to our Team, exciting our customers with service excellence.


As a Member Service Director for myPolicies you will manage a book of business by providing operational and call-based strategic account planning, helping clients mitigate risk.  Additionally, you will provide relationship management with the goal of renewing and growing business based on client business needs.

  • Create individual strategic account plans meeting the needs of each client while mitigating their risk.
  • Create and execute relationship management sales and service activities to plan 
  • Manage member lifecycle tasks, including scheduling and leading calls
  • Own the customer’s book of business and ensure renewals remain high
  • Manage and respond to inbound service/support enquiries from clients
  • Assist in customer testimonial and case study gathering.
  • Ensure CRM contains accurate account details and contact information.
  • Actively seek to increase product knowledge (UVP), market trends and competitors
  • Deliver compelling presentations to senior leaders on the benefits of policy management software programs
  • Assist in the preparation of sales presentations by customizing PowerPoint presentations aligning with target audience(s).

Education and Experience

  • Undergraduate degree preferred
  • 3+ years consultative selling/customer service experience in B2B software/technology product sales
  • Strong business acumen – understanding nuances on how decisions are made in different business verticals and sizes.
  • Excellent interpersonal and relationship skills with experience servicing/selling over the telephone
  • Self-motivated, task oriented, and results driven
  • Must have proven experience working with MS Suite of products and be adept at using internal technologies and/ systems (experienced in Salesforce CRM an asset)
  • A continuous learning mindset and eagerness to give and receive feedback are key success factors for the role.


  • Communication Skills: Ability to communicate both externally (to senior executive buyers) and internally (to key stakeholders) in a clear, compelling, and concise manner
  • Organizational Skills: Ability and discipline to effectively manage a multitude of service and renewal activities with on-going re-prioritization and focus
  • Persistence and Resilience: Demonstrates consistent tenacity in managing the Account Management process and successfully navigate difficult customer situations
  • Active Listening Skills: Ability to listen and respond to a customer in a manner that improves mutual understanding
  • Business acumen: Uses knowledge of the business environment and technology to engage prospects.
  • Critical Thinking Skills: Strong critical thinking and problem-solving skills to assess prospect needs
  • Strategic minded: Ability to strategically and systematically evaluate emerging and longer-term opportunities and threats to meeting customer needs
  • Learning-minded: Deep intellectual curiosity about the effect of customer and product insights on the business landscape & passion for learning

What We Offer

  • A competitive compensation package
  • Excellent benefit program
  • L&D through Info-Tech University (internal programs)
  • Career Path for management
  • Unique sales coaching programs based on Value Selling principles
  • Buy a book program
  • A great collaborative team culture
  • And more…..

Info-Tech Research Group is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability and Veteran status and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.