Manager, Member Success

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Establish and nurture significant one-on-one relationships with executive members, acting as their primary contact and trusted advisor within Health Evolution.

• Create and oversee an exceptional member onboarding experience.

• Manage the reporting of KPIs to monitor member benefit usage, program participation, and the overall health of the membership.

• Cultivate a thorough understanding of each member's priorities and interests to provide tailored program recommendations and connections.

• Implement the membership retention strategy by identifying members at risk early and executing proactive outreach to encourage renewals and sustained participation.

• Collaborate across departments to continuously enhance the member experience at all points throughout the program year.

• Regularly improve member support processes and service standards to optimize response times, resolution quality, and overall member satisfaction.

• Address membership and event-related inquiries with urgency and professionalism, ensuring that each interaction builds trust and confidence in Health Evolution.

• Act as a knowledgeable and responsive resource for members across all Health Evolution products and programs, providing support that reflects the standards of our executive audience.

• Represent the voice of the member internally, sharing insights and trends with leadership to inform strategy and product development.

• Conduct regular proactive outreach (check-ins, calls, surveys) to comprehend member goals, collect feedback, and uncover opportunities for deeper engagement.

• Identify opportunities to enhance member engagement, including upsell or referral possibilities when suitable.

⛳️ Requirements

• Bachelor’s degree.

• A minimum of 4 years of experience in a professional customer success or support capacity.

• Proven proficiency in Salesforce, Microsoft Word, Excel, and PowerPoint; advanced Excel skills are highly valued.

• Effective communication skills when interacting with executives and colleagues.

• Strong analytical abilities.

• Capacity to work independently while fostering collaboration in a remote setting.

• Genuine curiosity about our healthcare system and the individuals who contribute to its improvement.

🏝️ Benefits

• Flexible remote work options.

• Competitive salary.

• Comprehensive health care coverage that is competitive.

• Flexible paid time off policies.

• 401k plan with company matching.