ABOUT US
Business Group on Health, a 501(c)(3) nonprofit organization, is a member network of health and benefits professionals who represent large employers and industry partners across the U.S. and globally. Our members are primarily Fortune 500 companies and large public sector employers, including the most innovative health care purchasers, who provide health coverage for more than 60 million workers, retirees, and their families in 200 countries. We are dedicated to finding innovative solutions to health, well-being, and workforce strategy issues. For further information, see businessgrouphealth.org.
ABOUT THE ROLE
Business Group on Health’s Member Experience team is hiring a manager to support the engagement and retention of our membership. This person will have experience in account management as well as using sound member service/customer account management principles. This includes, but is not limited to making phone calls to members and impactful networking at organizational events. This is an excellent opportunity for an experienced professional who is excited to apply their skills and expertise, leveraging sound business practices to successfully deliver results. This role reports to the Vice President of Member Experience.
Primary Duties & Responsibilities
- Support and implement a comprehensive organization-wide member engagement strategy that drives high engagement rates and retention across the membership lifespan.
- Attend many of Business Group on Health’s local meetings to meet Business Group members and prospective members.
- Proactively outreach to member companies to build relationships and understand the needs of our members.
- Expand engagement and penetration within member companies by engaging multiple contacts at varying levels.
- Onboard new member companies, ensuring their experience aligns with the company’s membership type and level of engagement in the organization.
- Assist in the development of member engagement materials, including development of key messages that will resonate with various levels within a member company.
- Leverage existing systems to conduct analyses of membership engagement and renewal data to understand to identify companies at risk of non-renewal.
- For at risk members, develop an outreach program to identify challenges to membership and develop services to help members better leverage the value of their membership.
- Tracking monthly renewals and conducting outreach to members who have decided not to renew membership or are past due.
- Assist members with navigating member services, including acting as liaison when seeking direct access from internal team members, to ensure a personalized and exceptional member experience.
ABOUT YOU
We are looking for a self-starter with a positive attitude and strong work ethic who enjoys working collaboratively with others across the organization. Additional Qualifications include –
- Bachelor’s degree required.
- At least 5-7 years’ experience managing client relationships, with a proven track record for managing, maintaining and expanding customer relationships. Ideal candidates may have held similar roles within health plans, health and well-being vendors and/or health care consulting organizations.
- Proven track record for managing, maintaining and expanding customer relationships.
- Experience engaging and managing U.S.-based organizational members; knowing how to also work with companies based outside the U.S. preferred.
- Experience working with database systems and supporting technologies, such as Microsoft Dynamics, Power BI and other Office365 suite of products.
- Fluent in written and spoken English.