**JOB DESCRIPTION** The **Senior Member Relationship Manager** is a highly visible member of the CAPC team who is responsible for designing and implementing a customer experience program which has direct correlation to brand loyalty, membership retention and renewal revenue. The Senior Member Relations Manager must identify and address the needs of CAPC members to create customer journeys that include automated messaging, membership guides, group presentations, and high-level strategy meetings with leaders from member organizations. The candidate must also demonstrate the high value proposition of CAPC to our membership network. They will help members understand how to use CAPC products to reach program and organizational goals through engagement in the CAPC community and utilization of member resources. All of these outreach efforts ensure that CAPC is effective in pursuing its mission of supporting members to improve care for patients with serious illness, and that CAPC retains member revenue to ensure organizational health. Member retention and member utilization of CAPC resources are the success metrics for the Senior Member Relationship Manager. The insight and knowledge garnered from the Member Relations team’s direct contact with members informs customer-focused activities at CAPC including recruitment, content development, marketing, special projects, fundraising and research. The ability to understand each customer segment’s needs and challenges and the capacity to synthesize and articulate these insights to other departments is central to identifying gaps in and opportunities among CAPC offerings. This position oversees two Member Relations team members and reports directly to the **Senior Director of Member Services.** **RESPONSIBILITIES** **Roles and Responsibilities** + Respond to inquiries from CAPC members, identifying resources and tools to aid in achieving their programmatic and organizational objectives. + Work with champions to develop strategies for implementation of CAPC’s online clinical curriculum at their organizations. + Develop member journeys that include various touchpoints such as automated email communications, guides and other supporting materials, opportunities for proactive outreach, personalized usage reports, and strategy calls, and regularly update these touch points. + Proactively schedule meetings with the champions of each health system and other high value members to review benefits and develop strategies for optimization. + Conduct engagement presentations with CAPC member champions and their colleagues, with high priority given to leadership groups at health systems and large member organizations. + Develop strategies for engaging champions at the health system enterprise level and the provider level such as hospitals, hospices and medical groups. + Target at-risk members with proactive, high-touch engagement strategies. + Regularly represent CAPC during health system member’s internal leadership meetings. + Present members-only virtual events on how to use CAPC membership and increase utilization of CAPC resources among staff. + Provide personalized usage reports to high-value member organizations. + Proactively reach out to CAPC members at renewal to gauge decisions, with health systems and other high value members as a top priority. + Monitor dashboards and other data points to track usage, renewals, identify at-risk memberships, find growth opportunities and achieve KPI goals. + Ensure that CAPC’s CRM and member details are up-to-date, adding appropriate notes and data points in a timely manner. + Collaborate with the Senior Director of Member Services to develop retention strategies and set annual goals. + Support the recruitment team by offering presentations to potential members about the value of CAPC membership. + Ensure member relations activities are integrated with content development and reflect CAPC’s priorities by sharing case studies and member/user feedback with colleagues. + Represent member relations at other department/cross-departmental meetings and workgroups. + Oversee the training and work of two Member Relations Associates. + Represent CAPC at industry events through exhibiting and direct sales activities. + Keep current on all CAPC resources and offerings. **QUALIFICATIONS** + Bachelor's degree or greater preferred, or combination of applicable experience and education + 5+ years of experience + Knowledge of the health care field required; clinical or program development background as well as an understanding of the U.S. health care system and health care dynamics preferred. + Ability to effectively communicate in a remote, team-oriented environment. + Demonstrated ability to manage multiple projects in parallel. + Exceptional interpersonal skills, including poise with executive audiences. + Thrives in a dynamic and fast-paced entrepreneurial environment. + Demonstrated experience working with large databases to develop organizational insights. Experience with Salesforce a plus. + Experience presenting to small and large audiences a plus. + Capacity to persuasively communicate CAPC?s value proposition to prospective and existing member organizations. + Excellent writing and communication skills. + Excellent knowledge of the entire Microsoft Office suite. + Ability to quickly learn new technologies, tools and processes. + Ability to travel occasionally. Non-Bargaining Unit, 851 - Geriatrics and Palliative Care - ISM, Icahn School of Medicine **REQUIRED SKILLS** Microsoft Office Suite **ABOUT US** **Strength Through Diversity** The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by: + Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential. + Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination. + Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers. At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally. Explore more about this opportunity and how you can help us write a new chapter in our history! **“About the Mount Sinai Health System:** Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally. The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.” **EOE Minorities/Women/Disabled/Veterans** **Requisition ID** : 3019166