Senior Membership Relationship Manager I-MSH-12791-014

The Senior Member Relationship Manager is a highly visible member of the CAPC team who is responsible for designing and implementing a customer experience program which has direct correlation to brand loyalty, membership retention and renewal revenue. The Senior Member Relations Manager must identify and address the needs of CAPC members to create customer journeys that include automated messaging, membership guides, group presentations, and high-level strategy meetings with leaders from member organizations. The candidate must also demonstrate the high value proposition of CAPC to our membership network. They will help members understand how to use CAPC products to reach program and organizational goals through engagement in the CAPC community and utilization of member resources. All of these outreach efforts ensure that CAPC is effective in pursuing its mission of supporting members to improve care for patients with serious illness, and that CAPC retains member revenue to ensure organizational health. Member retention and member utilization of CAPC resources are the success metrics for the Senior Member Relationship Manager. 

The insight and knowledge garnered from the Member Relations team’s direct contact with members informs customer-focused activities at CAPC including recruitment, content development, marketing, special projects, fundraising and research. The ability to understand each customer segment’s needs and challenges and the capacity to synthesize and articulate these insights to other departments is central to identifying gaps in and opportunities among CAPC offerings.

This position oversees two Member Relations team members and reports directly to the Senior Director of Member Services.

Roles and Responsibilities

• Respond to inquiries from CAPC members, identifying resources and tools to aid in achieving their programmatic and organizational objectives.
• Work with champions to develop strategies for implementation of CAPC’s online clinical curriculum at their organizations.
• Develop member journeys that include various touchpoints such as automated email communications, guides and other supporting materials, opportunities for proactive outreach, personalized usage reports, and strategy calls, and regularly update these touch points. 
• Proactively schedule meetings with the champions of each health system and other high value members to review benefits and develop strategies for optimization.
• Conduct engagement presentations with CAPC member champions and their colleagues, with high priority given to leadership groups at health systems and large member organizations.
• Develop strategies for engaging champions at the health system enterprise level and the provider level such as hospitals, hospices and medical groups.
• Target at-risk members with proactive, high-touch engagement strategies.
• Regularly represent CAPC during health system member’s internal leadership meetings.
• Present members-only virtual events on how to use CAPC membership and increase utilization of CAPC resources among staff.
• Provide personalized usage reports to high-value member organizations.
• Proactively reach out to CAPC members at renewal to gauge decisions, with health systems and other high value members as a top priority.
• Monitor dashboards and other data points to track usage, renewals, identify at-risk memberships, find growth opportunities and achieve KPI goals.
• Ensure that CAPC’s CRM and member details are up-to-date, adding appropriate notes and data points in a timely manner.
• Collaborate with the Senior Director of Member Services to develop retention strategies and set annual goals.
• Support the recruitment team by offering presentations to potential members about the value of CAPC membership.
• Ensure member relations activities are integrated with content development and reflect CAPC’s priorities by sharing case studies and member/user feedback with colleagues. 
• Represent member relations at other department/cross-departmental meetings and workgroups.
• Oversee the training and work of two Member Relations Associates.
• Represent CAPC at industry events through exhibiting and direct sales activities.
• Keep current on all CAPC resources and offerings.

Qualifications

• Bachelor’s degree required.
• Minimum three years of experience overseeing a team strongly preferred.
• Knowledge of the health care field required; clinical or program development