Member Relations Specialist

Role Overview

• Serve as contact for all organizational customers day-to-day needs and requests by providing remarkable service and building and maintaining strong member relations.
• Demonstrate comprehensive knowledge of MGMA and member industry and day-to-day member challenges.
• Identify member's spoken and unspoken needs and educates/recommends members on member benefits, services, and products available.
• Manage the organizational customer department email inboxes and respond to all member requests in a timely manner and provide immediate resolutions or managing and tracking the request until resolution has been provided.
• Monitor member community and other customer forums, utilize sales technology stack to conduct research that will identify problems members face and support member communications for potential solutions.
• Participate in onboarding calls and product demonstrations with organizational members.
• Attend virtual membership reviews with respective account managers to provide ROI on membership.
• Provide cross coverage to accounts & customers as needed.
• Addresses obstacles in the CRM hindering the member experience, including working collaboratively with IT and submitting, monitoring issues through the Jira system.
• Continually look to problem solve and fine-tune automatic processes enhancing member experience.
• Manage a select portfolio of renewal accounts, building trust-based relationships through regular communication and proactive outreach to ensure member satisfaction and retention.
• Identify and pursue opportunities for upselling and cross-selling MGMA products and services within assigned renewal accounts.
• Expand the company’s book of business by uncovering new sales and upgrade opportunities for Account Managers.
• Assist Account Managers to increase account reach in identifying gaps in decision making and contacts.
• Track and monitor account health using CRM, reporting on renewal status, member feedback, and service delivery to internal stakeholders.
• Assist Director & Account Managers with special projects or member requests as needed.
• Travel as necessary to support conference operations and engage directly with clients.

Requirements

• Bachelor's Degree in Business Administration, Communications, or related field
• Three (3) or more years of experience in client management, customer service, sales or related experience preferable in a membership setting
• Strong experience with analyzing data and benchmarking data.
• Excellent problem-solving and critical thinking skills.
• Ability to organize, prioritize tasks, and meet deadlines.
• Maintain positivity during and following challenging customer interactions.
• Ability to develop strong working relationships with key external stakeholders and across all internal teams.
• Proficient in Microsoft Office Suite, including but not limited to Excel, Outlook and Word.
• Comfortable using CRM programs, preferably Microsoft Dynamics.

Benefits

• medical, dental, and vision coverage
• life insurance
• both short
• and long-term disability
• 401(k) plan featuring company match
• profit-sharing
• professional development opportunities
• work-life balance through a hybrid work schedule
• employee assistance program
• three weeks of vacation
• 80 hours of sick time
• 11 paid holidays
• flexible spending account
• on-site fitness center
• volunteer opportunities
• tuition assistance