Member Success Associate

The Member Success Associate is a key member of the Convening Recruitment team that serves as an important driver of member engagement, participation, and value delivery. This role is responsible for supporting the member experience across assigned programs and events by tracking engagement metrics, coordinating outreach and scheduling, supporting recruitment and registration efforts, and partnering cross-functionally to ensure members are connected to the right opportunities.

The ideal candidate is highly organized, detail-oriented, proactive, and comfortable managing multiple workstreams in a fast-paced environment.

• Own recruitment and registration execution across assigned programs and events, including pipeline tracking, attendee identification, outreach, conversion support, bio collection, hotel tracking, and registration management. 
• Drive member engagement and participation by executing and iterating on engagement strategies designed to increase attendance and program utilization across a portfolio of ~3 programs and 60-80 health system members. 
• Proactively identify engagement risks and opportunities by monitoring member KPIs and participation trends, and taking action to address gaps before they affect retention or attendance outcomes. 
• Manage high-volume, competing priorities across programs simultaneously, maintaining responsiveness and accuracy in tracking, communications, and follow-through. 
• Lead coordination of member calls and outreach scheduling across health system invitees, ensuring a high-quality, timely, and senior-appropriate member experience. 
• Maintain and report on member engagement data, including participation records, recruitment pipelines, and utilization metrics, to provide visibility into program health and inform retention strategy. 
• Partner cross-functionally with Program Leads, Events, Account Management, Marketing, and other recruitment leads to execute targeted recruitment campaigns for assigned programs. 
• Drive coordination for weekly team meetings, including strategy alignment, tracking follow-up items, surfacing engagement risks, and reporting on program performance metrics and status. 
• Continuously improve internal workflows by identifying opportunities to streamline member communications, event-related processes, and operational tools. 
• Contribute to special projects and additional responsibilities as assigned. 

• Bachelor’s Degree required
• 1-2 years experience in a sales, marketing, project management, or customer-focused role
• Interest in the Healthcare Industry
• Ability to come into the office 2 days a week (hybrid opening)

• Customer-focused
• Ability to influence others at senior levels
• Ability to perform a variety of duties within any work-day
• Organizational skills from planning to execution of tasks and projects
• Attention to detail
• Ability to work independently and as a team member
• Self-directed and resourceful
• Excellent communication and interpersonal skills both internally and externally by phone and via email
• Able to develop personal organization tactics to meet goals
• Able to find multiple solutions to a complex problem
• Able to manage multiple competing priorities
• Interest in healthcare subject matter

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required talk and hear. Specific vision abilities required by the job include close vision, and distance vision. The employee will be seated a majority of the time. The employee will be required to use computer screens all of time.

The Academy is committed to providing equal employment opportunity to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, The Academy will provide reasonable accommodations for qualified individuals with disabilities. The Academy’s goal is for our people to reflect the communities in which we live and serve and to ensure representation of women, people of color, veterans and individuals with disabilities in our organization.