Job Description

OverviewYour Future. Secured. ISC2 is a force for good. As the worlds 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, youll 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 SummaryThe Customer Engagement Advisor, APAC role serves two key purposes that support our strategic objectives.The individual is responsible for the coordination and support of ISC2s 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.The ideal candidate would be a highly motivated, passionate customer experienced professional.ResponsibilitiesOutbound Engagement - 50%:

• Provide a high-quality experience to our customer at all times, through multiple communication channels, achieving designated KPIs 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 KPIs, including making agreed weekly outbound calls to members, updating them on their membership status.
• Welcome calls to newly certified members at ISC2.
• Design and deliver emails campaigns to support Outbound campaigns.
• 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.
• Oversee the application process and development of new chapters in the APAC region.
• 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 high membership counts.
• Provide onsite support for Advocacy and Global Market engagement events and activities in the APAC region.
• Support initiatives related to progressing APAC ISC2 candidates to an ISC2 certification, conducting webinars, training sessions, and specific targeted campaigns.
• Recruiting or reaching out to volunteers on specific initiatives throughout the year, e.g. localization, ISC2gether volunteer month, event support, awards program, study groups, focus groups and mentoring activities.
• Identifying and supporting local volunteer opportunities in focus and next tier markets (Japan, Singapore, Australia, India).
• Provide support for Center-related programs, e.g. Cybersecurity Healthcheck, Safe and Secure Online
• Assist with APAC Advisory Council activitie

Behavorial Competencies

• Demonstrated relationship building; genuinely passionate about customer experience and puts the customer at heart of every contact.
• Although not a direct sales role, the individual must be able to promote ISC2 products to our members and report on the success of this activity.
• Strong time-management to be able to juggle and manage the requirements of this multi-faceted role.
• Self-motivated and successful self-starter, who is detail oriented, and shows a successful history of meeting and exceeding goals.
• Excellent written and oral/presentation skills.
• Strong communication and interpersonal skills with both customers and our internal team members alike, exhibiting focus and drive for business building and working collaboratively with ISC2 employees.

Qualifications

• Must have excellent written and verbal communication skills in English
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
• CRM/database applications experience a plus (i.e. Salesforce)

Physical and Mental Demands

• Normal business hours and must occasionally work flexible hours to accommodate various regional time zones; to include extended hours, evenings, and weekends, when necessary
• Occasional travel may be required (5%)
• Remain in a stationary position, often standing or sitting, for prolonged periods
• Regular use of office equipment such as a computer/laptop and monitor computer screens

Education and Work Experience

• 3 years experience in a high-value customer experience or telephone account management role.
• Experience of making outbound calls to customers.
• High School diploma or GED; A Level; HKDSE; ALE (dependent on region)

Equal Employment Opportunity StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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