Open Roles

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Job Summary

The Member Success Specialist is a strategic member of the Member Services team responsible for driving member value, engagement, and long-term success across our portfolio of programs. In this role, you will be closely partnered with Executive Management to ensure Members fully leverage available offerings, achieve measurable savings, and identify opportunities to expand program adoption.

The ideal candidate is proactive, data-driven, and highly relationship-oriented, with a passion for helping Members achieve meaningful outcomes. This role serves as a trusted partner to Members by delivering insights, driving engagement, and supporting initiatives that maximize program utilization and overall Member satisfaction.

Key Responsibilities

Member Onboarding & Adoption
Lead the onboarding experience for new Members by guiding them through program setup, education, and adoption to ensure a strong foundation for long-term success.

Member Engagement & Communication
Serve as a point of contact for Members, managing inbound and outbound communication through email, phone, and virtual meetings while ensuring timely and proactive engagement.

Strategic Relationship Management
Build trusted relationships with Members by understanding their operational goals, challenges, and priorities, and proactively recommending solutions that drive measurable value.

Portfolio Performance & Insights
Analyze Member participation and utilization across the portfolio to identify trends, opportunities, and potential gaps, providing strategic recommendations that improve outcomes.

Executive Business Reviews (EBRs)
Assist in preparing customized Executive Business Reviews that highlight performance, savings opportunities, and strategic recommendations aligned with Member goals.

Growth & Program Expansion
Identify opportunities to increase program participation, support membership growth, and contribute insights that drive portfolio innovation and efficiency.

Qualifications

Customer-First Mindset
Demonstrates a strong commitment to member success and consistently prioritizes customer value in decision-making.

Analytical & Data-Driven
Comfortable analyzing data to uncover insights, identify opportunities, and support strategic recommendations.

Relationship Builder
Strong interpersonal skills with the ability to build trust and credibility with Members and internal stakeholders.

Communication Excellence
Exceptional written, verbal, and presentation skills with the ability to communicate insights clearly and effectively.

Curiosity & Problem Solving
Naturally curious with a strong desire to understand Members purchasing patterns and identify opportunities for improvement.

Adaptability & Ownership
Thrives in a dynamic environment, takes initiative, and effectively manages multiple priorities with minimal supervision.

Education & Experience

• Bachelor’s degree or equivalent professional experience
• 3+ years of experience in Customer Success, Client Success, or Account Management
• Advanced proficiency in Microsoft Excel and PowerPoint
• Experience working with data analysis or reporting tools; SQL experience is a plus
• Experience in Group Purchasing, healthcare procurement, or membership-based organizations is preferred but not required