OVERVIEW

The Manager, Community Experience builds and sustains relationships with members to understand their needs and maximize their engagement with the Institute’s resources and community. Serving as the primary contact for individual and organizational members, this role strives to deliver the best service experience at all touch points.

The right candidate will have a strong commitment to customer service, excel at developing relationships and be passionate about supporting our community in transforming the human experience in healthcare.

REPORTS TO

Senior Vice President and COO, The Beryl Institute

LOCATION

Dallas/Fort Worth, TX or Nashville, TN

(Virtual position – will work remotely with periodic in-person meetings)

KEY RESPONSIBILITIES

Responsibilities include the following, with other duties that may be assigned as the community grows and the role develops.

• Provide timely, helpful and accurate member service, including email, telephone and written communications
• Facilitate membership creation and renewals, including the preparation of correspondence, invoicing and onboarding presentations
• Serve as a one-stop resource for community questions
• Offer recommendations on the Institute’s resources, programs, content and connection opportunities to best support member’s experience efforts and overall engagement in the community
• Maintain membership database and the integrity of community data
• Partner with cross-functional teams to create new, or improve upon existing, processes and/or tools to improve the Membership Experience
• Help design member engagement and communication plans to increase member satisfaction/retention and ensure continuous improvement
• Gather community feedback to improve the Membership offerings; strive to innovate new ideas by engaging with community voices
• Serve as staff liaison to one or more special interest communities, facilitating quarterly calls and assisting in development and execution of special projects or content to support their needs
• Support The Beryl Institute vision, mission and values through contributing to the development of strategic initiatives, identifying gaps in service, maintaining a high level of productivity and providing recommendations to improve efficiencies through process and innovation
• Assist with other membership and operational tasks as needed

QUALIFICATIONS

• Bachelor’s Degree required, with minimum of 3 years in an account manager or support role
• Healthcare industry experience and/or CPXP preferred
• Excellent communication skills, both oral and written
• Team player with an understanding and focus on the delivery of unparalleled service
• Ability to multi-task and take personal initiative for specific areas of accountability
• Ability to demonstrate professionalism, maintain composure and perform well under pressure
• Strong persuasive and analytical skills

WORK ENVIRONMENT

The Manager, Community Experience is a virtual role, providing the individual with greater flexibility and also the need for critical focus in maintaining consistent communication and management responsibilities. Travel expectations will primarily be related to team meetings, events hosted by the Institute, averaging approximately one trip per quarter.

TO APPLY

Please submit a letter of interest, resume/CV and salary requirements via email to Stacy Palmer, Senior Vice President and COO, stacy.palmer@theberylinstitute.org.