Susan Lane Email and Phone Number

Provide leadership and oversee day-to-day operations of the membership department, ensuring sound financial management and reporting of organizational performance.Supervise a team of two associate-level personnel, driving practical projects and personnel management.Collaborate with senior leadership to create innovative programs and strategies to modernize and expand membership opportunities.Conduct research, identify organizational strengths and weaknesses, recommend organizational structure changes and changes to policies and procedures to improve efficiency and focus on the customer experience, and establish long-term strategic plans that align with the vision and mission of ASHI.Lead strategic projects and initiatives, creating work plans and deliverables to optimize production functions; propose innovative technological solutions and lead cross-functional teams to execution of optimization plans.Develop and implement a comprehensive membership retention strategy that aligns with mission and objectives to ensure 90% of the association’s revenue is generated.Achievements:● Design the optimal staff ( and other resources) team to execute operations and advance strategic priorities within the parameters of the approved budget.● Exceeded membership cash receipts within the first three months, surpassing previous years’ performance.● Received the American Society of Home Inspectors 2022 President’s Staff Award for outstanding performance and dedication.● Work with teams of staff, volunteers, and vendors to build a product roadmap for the Women in the Home Inspection Industry (WHII) to improve operational capabilities and support operational readiness.●Review and analyze process data to understand driving factors and perform root cause analysis (as required) to identify strategies to improve metrics like cycle time, quality, complaints, cost, etc.

Championed broad initiatives and leveraged critical internal and external partnerships to facilitate the design of operational goals and clients’ financial health.Manage the strategic project planning and tracking process to align with the strategic plan and priorities established by the Board of Directors and carried out by the Project Leaders.Network with service unit leaders to set broad goals for success and growth by engaging in shared services.Accountable for management, business administration, and governance of two associations.Manage client budgets and forecasting by identifying trends, research, data analysis, and metrics to ensure adherence to project budgets, policies, performance objectives, goals, and strategy.I have worked with Human Resources to ensure recruitment retention through successful training and onboarding programs.Piloted membership prospecting for recruitment and retention for groups of3.8K+. Responsible for client budgets ranging from $400K to $6M.Accomplishments:● Responsible for coaching and mentoring six direct reports and up to 50 staff members supporting five business units.● Partnered closely with colleagues across other lines of business and partners (i.e. Marketing, Events, Sales, Technology) in order to align plans for shared target opportunities while ensuring market connectivity and coordination.●Led budget management and ROI tracking with ongoing monitoring and reporting.●Identified key performance indicators, measure and report on the effectiveness of executed plans.●Team builder: Strives to develop self and others; demonstrates a high degree of self-awareness, fosters a non-hierarchical exchange of ideas, and evaluates ideas without regard to the status or role of the individuals who communicate them.● Assisted in the development, presentation and project management of SOW to include new partnerships for clients.

Managed trade associations, professional societies, technology communities, foundations, industry consortia, government institutes, legislation, and corporations. Supported clients to achieve missions and generate additional stakeholder opportunities.Served as the day-to-day manager leading, coordinating, and directing organization-wide team efforts.Demonstrated proven record of success in collaborating with a broad team of strategy, technology, creative and production resources, especially coordinating project work with third-party partners and vendors.I have mentored, motivated, and coached teams in event management, project management skills, program management, product marketing, financial strategies, client events, information technology, and operations functions for client associations.Owned planning, budgeting, process improvement, and reporting direct influence the success of solutions and services, transforming the client's industry/business.Achievements:● Master of logistics with an eye for detail. Comfortable managing agendas for critical meetings, taking notes, and following-up on the status of any actions needed from the meeting.● Ability to anticipate. Special knack for “seeing around corners”. Anticipate needs before they arise, and make sure any meetings attendees - Executive Leadership or team members meeting - are prepared and able to make meetings both efficient and successful.●Ensure delegation and prioritization. Crystal-clear understanding of the clients top priorities and how those drive company performance and culture. ●Utmost discretion. Strong sense of integrity and maintain total confidentiality, both internally and externally.

Delivered exceptional customer service as point of contact for client organizations and member associations. Collaborated with internal and external colleagues to build meaningful, deep, and enduring relationships across levels and functions. Employed attention to detail in handling member requests and volunteer interactions. Provided administrative assistance and project support to client and staff teams including database maintenance and results reporting. Produced programming for events and other marketing communications. Maintained and updated association websites with current information, benefits, member programs, etc.Achievements● Added value by delivering keen strategies, thought leadership, networking opportunities, commerce solutions, education, sales, data science, fundraising, and promotions.● Intellectually curious with a genuine interest in knowledge gathering and problem solving.● Interacts in a professional manner with coworkers, clients and senior leadership to build lasting relationships ; Proactively looks for opportunities to build strong internal relationship.●Drive & impact: Relentless in making things happen; self-directed and delivers results that consistently exceed expectations.● Skilled at excel, word and power point.