Manager, Member Success

Description

Job Summary

The Manager, Member Success is a key leadership role within GPO Services. This individual will oversee the delivery of value-driven services to GPO members, ensuring optimal utilization of contracts, identifying value opportunities, and delivering superior member satisfaction. The role involves strategic planning, relationship management, and cross-functional team leadership to enhance member experiences and foster long-term partnerships.

Key Responsibilities

Member Relationship Management:

• Serve as the GPO Services primary point of contact for high-value members, building and nurturing strategic relationships to ensure satisfaction and retention.
• Proactively identify and resolve member challenges related to contract adoption, pricing, rebating and service delivery.
• Develop tailored member success plans that align with organizational goals and drive measurable outcomes.
• Partner with external GPO partners to further grow revenue through cooperative solutions.

Strategic Initiatives:

• Drive revenue growth of GPO Service programs.
• Utilize data analytics to identify savings opportunities and present actionable insights to members and the NDC Commercial teams.
• Lead efforts to onboard new members, ensuring smooth integration and contract adoption for multiple GPO Service programs and products.
• Collaborate with cross-functional teams, including sales, operations, contracts, and analytics, to implement member-centric initiatives.

Cross-functional Team Leadership:

• Enhance the team’s knowledge of GPO services, contracts, and industry trends.
• Develop KPIs for the team and monitor progress against targets.

Performance Metrics and Reporting:

• Track member engagement and satisfaction through surveys, Net Promoter Scores (NPS), and other performance indicators.
• Prepare and present quarterly business reviews to members and internal stakeholders, highlighting successes, challenges, and opportunities.

Industry Expertise:

• Stay informed about healthcare industry trends, including supply chain challenges, regulatory changes, and cost-containment strategies.
• Represent the organization at industry conferences, webinars, and networking events.

Qualifications

Qualifications

Education:

Bachelor’s degree in Business Administration, Healthcare Management, or a related field.

Experience:

• 7 years of experience in member success, account management, or client services, preferably within a healthcare GPO or similar organization.
• Proven track record of driving member satisfaction and achieving financial targets.
• Demonstrated success in managing and developing high-performing teams.

Skills:

• Strong relationship-building and communication skills, with the ability to influence and engage stakeholders at all levels.
• Analytical mindset with expertise in interpreting data and creating actionable insights.
• Proficiency in CRM systems and member management tools.
• Knowledge of healthcare procurement, supply chain management, and contract negotiation.

Attributes:

• Strategic thinker with a solutions-oriented approach to problem-solving.
• Highly organized, with the ability to manage multiple priorities and deadlines effectively.
• Passion for delivering exceptional member experiences.