Member Success Manager

6 months ago

Lake Oswego, United States Incite Strategic Partners LLC Full time

The Member Success Manager (MSM) plays a critical role in implementing Incite's offerings by working closely with members (existing and new) and Incite business partners to create efficient and successful programs at the member level. This role is one of account management with a focus, although not exclusive, in the dining/food category. The MSM should be prepared to provide product-based account management to ensure members are maximizing the value of Incite's contracts and that our business partners are meeting member needs. This role serves as the liaison between members and the business partner community to help guide product and business partner decisions for greater compliance and conversion opportunities and interacts closely with the Business Development team.

Key Responsibilities:

  1. Schedule and conduct Business Reviews to present business trends and opportunities to increase savings and expand contract utilization.
    1. Reviewing performance of Incite program and vendors with member accounts and resolve or escalate performance issues to meet customer expectations.
    2. Presenting new contracts to members to include the value to members for increased contract utilization.
    3. Identifying, analyzing, tracking, and quantifying business trends and contract opportunities.
    4. Working with potential new members to educate them on the benefits Incite membership.
    5. Working with vendors to align their purchasing to the Incite contract portfolio.
    6. Demonstrate proficiency in Power BI, Incite's BI tool.
      1. Demonstrate Incite tech capability.
      2. Promote greater overall member understanding of their purchases.
      3. Identify areas of concern/opportunity indicated by the data.
  2. Ongoing Member Engagement (Food and Non-Food)
    1. Member Support/Engagement
      1. Identify member needs and translate into product and service-based solutions.
      2. Collaborate with Business Development on larger account strategy and consistent account management.
  3. Analysis of GAP reporting
    1. Review sales history to identify "GAPs" in reporting.
    2. Review sales history for areas of opportunity.
    3. Prepare and provide analysis to justify opportunity to and for member.
    4. Collaborate with Business Development Team for Member Presentations.
  4. Member Onboarding
    1. Define Incite member type: Incite (direct), Incite Select, DSSI Direct and/or DSPS.
      1. Collaborate with DSSI and suppliers for successful supplier connections and unified member strategy.
    2. Work with Operations team to ensure necessary Member/Supplier connections are made.
    3. Collaborate with Business Development and Member to understand and define member goals.
Minimum Qualifications & Competencies:
  1. BS/BA degree in Business, Hospitality or Food Related Field preferred.
  2. Minimum 3-5 years' experience in healthcare operations, senior living operations, food service operations, food distribution or group purchasing.
  3. Analytical focused, enjoys identifying areas of opportunity/concern and working with customers to solve problems.
  4. Intermediate Microsoft Excel skills is necessary. Power BI and DocuSign a plus.
  5. Customer-facing background in sales or sales support a plus.
  6. Proven written and oral communication skills along with experience presenting reports to customers or other external interests.
  7. Local and in market travel essential; potential for national travel.

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