Remote or hybrid available, Virginia
Raleigh, NC
Alexandria, VA
Posted: 12-Sep-24
Location: REMOTE
Type: Full Time
Salary: $65,027-84,154
Categories:
Additional Information:
TITLE: Organizational Membership Manager
DEPARTMENT: Membership and Marketing
REPORTS TO: Director of Membership and Affiliate Relations
CLASSIFICATION: Full-time, Exempt
SUPERVISES: Organizational Membership Coordinator
PRIMARY PURPOSE OF POSITION
The Organizational Membership Manager serves as the primary point of contact for AAPACN's organizational members, responsible for managing, engaging, and retaining organizational membership accounts. This role focuses on building strong relationships with member organizations, ensuring full utilization of membership benefits, and driving engagement to maximize value. The Organizational Membership Manager will also collaborate with internal teams to enhance membership offerings and deliver a seamless member experience.
GENERAL REQUIREMENTS
Decision-making: Most decisions made in this position are high level and determine operational procedures and outcomes. Decisions include those that affect AAPACN’s operating expense and budget. Decisions regularly made in this position are analytical and based on experience or research. Formulating new strategies and ideas and determining how to implement them is essential to this position.
Complexity: This position requires analysis and judgment of a highly complex nature. This position will analyze program processes for their effectiveness, efficiency, and accuracy, and provide input to the Director of Membership and Affiliate Relations for improvement. Experienced judgment and analysis are critical to this position, along with exemplary customer service skills.
Authority: This position is that of a functional manager as well as an individual contributor.
ESSENTIAL DUTIES
| Duties | % of time spent |
| Organizational membership account management | 40% |
| Organizational membership account engagement | 35% |
| Organizational membership account retention | 25% |
SPECIFIC DUTIES
Account Management:
- Manage all organizational membership accounts, ensuring consistent communication and service.
- Act as the primary liaison between member organizations and AAPACN, facilitating inquiries, resolving issues, and providing support.
- Oversee onboarding and engagement plans for new and existing organizational members.
- Distribute monthly usage reports to the AAPACN Organizational Membership Plus accounts, utilizing data analytics to identify at-risk members and proactively address concerns.
- Assist in coordinating and prioritizing the daily support tasks of the Organizational Membership Coordinator.
Account Engagement:
- Regularly interact with organizational members to understand their needs and goals, ensuring they are fully utilizing the resources and benefits of their membership.
- Collaborate with the education and certification teams to promote AAPACN's professional development and training opportunities for organizational members.
- Organize and conduct kick-off meetings, orientation calls, and check-ins to foster deeper engagement with organizational members.
- Identify opportunities for promoting AAPACN products and services, enhancing the overall organizational membership experience.
Account Retention:
- Create renewal agreements and invoices for all organizational membership accounts.
- Drive retention efforts by maintaining high levels of member satisfaction and demonstrating the ongoing value of organizational membership.
- Monitor renewal cycles and proactively reach out to members nearing their renewal dates to secure timely renewals.
- Collect feedback from organizational members to continuously improve the membership experience and ensure AAPACN remains relevant to their evolving needs.
Supervisory Responsibility
- Provide leadership and direction to the Organizational Membership Coordinator, ensuring tasks align with overall membership goals.
- Oversee the Coordinator's management of daily organizational membership operations, including inputting and maintaining organizational membership records, handling benefit recipient inquiries, and supporting engagement initiatives.
- Conduct regular performance reviews, set clear objectives, and provide ongoing coaching and professional development opportunities.
Other Duties
- Prepare strategic plan and program budget.
- Other duties as assigned by the Vice President of Membership and Marketing.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
- Business Acumen
- Strategic Thinking
- Problem Solving/Analysis
- Financial & Account Management
- Customer/Client Focus
- Communication Proficiency
- Time Management
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong customer relationship building skills and customer-centric attitude.
- Strong organizational and written/verbal skills; must be able to manage multiple concurrent campaigns.
- Experience with Customer Relationship Management (CRM) software or database, ideally Microsoft Dynamics.
- Experience executing lead generation programs.
- Bachelor’s degree, emphasis in business, marketing, or healthcare a plus. 3-5 years’ experience in marketing, sales, or sales support.
- Proven project management skills.
- Advanced knowledge of and experience with Windows based programs: Word, Excel, Outlook; and ability to utilize PowerPoint.
WORKING CONDITIONS
- Work from home
- Occasional long days or weekend work
- Some domestic travel required, less than 10% of time
SAFETY HAZARDS
- General office working conditions (work from home)