Organizational Membership Manager

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 American Association of Post-Acute Care Nursing's (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

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.

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.

• Experience working in a long-term care or post-acute care setting is preferred, but not required.
• 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)

This position description does not list all of the duties of the job. You will be evaluated in part based upon your performance of the tasks listed in this position description. Management has the right to revise this position description at any time. The position description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Job Type: Full-time

Pay: $65,027.00 - $76,503.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Application Question(s):

• Describe a time when you successfully built and maintained a strong relationship with a client or organizational partner. How did you ensure their needs were consistently met?
• This role involves analyzing and sending usage reports. Do you have experience with this? How many years of experience? How comfortable are you with analyzing data and translating it into actionable insights?

Experience:

• marketing, customer service, sales, or sales support: 3 years (Preferred)

Work Location: Remote