Specialist, Foundation Success

The College of Healthcare Information Management Executives (CHIME) is the professional organization for Chief Information Officers and other senior healthcare IT leaders. CHIME enables its members and business partners to collaborate, exchange ideas, develop professionally and advocate the effective use of information management to improve the health and care throughout the communities they serve.

Our Mission is to advance and serve healthcare leaders and the industry improving health and care globally through the utilization of knowledge and technology.

Job purpose

*This is an evergreen position, meaning we are continually seeking exceptional individuals to join our team. While the timing of openings may vary, we encourage applications from qualified candidates at any time. *

The Foundation Success Specialist will play a crucial role in ensuring the satisfaction and success of our members and sponsors. The Foundation Success Specialist (FSS) is responsible for managing relationships with Foundation firms, overseeing the delivery of membership benefits, coordinating event sponsorships and delivering on other programs as assigned. The FSS will be proactive, detail oriented, and have excellent communication skills in order to build long-lasting relationships with our Foundation firms & sponsors.

The Foundation Support Specialist is a critical part of the CHIME Organization. This role is directly tied to value generation for our customers by helping them deploy the right strategy to adopt and successfully utilize their CHIME Foundation benefits to achieve their desired outcomes. The results of the FSS's efforts should lead to engaged Foundation firms that achieve ROI on their membership investment and are eager to expand their engagement with the CHIME ecosystem across their organization. The FSS will support the jointly shared goals of the CHIME Foundation and CHIME.

Duties and responsibilities

• Serve as the primary contact for CHIME Foundation firm membership benefits and deliverables ensuring Foundation firms fully understand and utilize their benefits.
• Work in collaboration with the Director, Strategic Solutions to onboard new members, understanding their goals and objectives for membership and providing them with a clear understanding of available resources and opportunities within the association.
• Display a thorough understanding of CHIME's product suite to identify opportunities to upsell and/or cross sell.
• Build and maintain strong relationships with Foundation firms and sponsors, ensuring a high level of trust, satisfaction and retention.
• Track and report on delivery of benefits tying back to pre-established goals and objectives that drive ROI for member.
• Coordinate and manage all event sponsorship programs ensuring sponsors receive all agreed-upon deliverables.
• Track and report on sponsorship performance offering insights and recommendations on future opportunities.
• Troubleshoot any issues related to benefit delivery working with internal teams to resolve promptly.
• Monitor member engagement by providing regular reports to leadership on retention, utilization and overall success.
• Identify at-risk members who are not utilizing benefits or are 'at-risk' of non-renewal and collaborate with Director, Strategic Solutions and Leadership to ensure every attempt has been made to renew member.
• Assist in the planning and execution of association events ensuring membership needs are met.
• Provide regular, timely and accurate professional communications (both written and verbal) with their assigned partners.
• Collaborate with all departments to drive a strategic roadmap for customers.
• Advise and consult on best practices, lessons learned, and strategies that will provide maximum benefit to our customers.
• Provide support to the Director of Foundation Success in streamlining and maximizing Foundation benefits processes such as scheduling, tracking, and delivery.
• Participates in brainstorming and planning sessions to help develop ideas for new programs.
• Perform other duties as assigned.

• Bachelor's degree required.
• Experience or background in a customer success, account management or related role within a professional association strongly preferred.
• Excellent customer service and customer experience skills.
• Strong computer skills and knowledge of MS Word, Excel, Outlook, and other computer programs.
• Experience with database applications and reporting tools required.
• Experience with customer relationship management (CRM) tools, communication tools such as box.com, Zoom is desirable.
• Ability to effectively work in a small team and with member relationships to accomplish CHIME projects and goals.
• Ability to effectively handle numerous tasks, matters, issues, and assignments to meet deadlines.
• Discipline to successfully work in a collaborative environment where assignments may include tasks with and without close supervision.
• Ability to remain calm under pressure and maintain a positive attitude.
• Strong consulting and project management skills with proven results working as a reliable advisor to drive business value for customers.
• Passionate about driving and tracking consistent engagement processes with customers, highly data-driven with a dedication to following the process.