Job Information
The Health Management Academy Member Success Manager in Arlington, Virginia
About The Health Management Academy:
The Health Management Academy (THMA) brings together health system leaders and innovators to collectively address the industry’s biggest challenges and opportunities. By assisting executives in cultivating peer networks, understanding key strategic trends, establishing pragmatic partnerships, and developing next-generation leaders, our members are better positioned to lead industry transformation.
The Health Management Academy offers a dynamic atmosphere with significant opportunities for employees. If you are interested in contributing to a member-centric, creative, and collaborative workforce while deeply influencing top leaders and institutions in healthcare, THMA could be the right place for you!
Position Summary:
The Manager of Member Success leads a dedicated team of Member Success Associates to drive health system attendance at THMA programs through high-quality recruitment campaigns. This role oversees the development of best practices for predictable and strong attendance results, while tracking recruitment metrics. The ideal candidate excels at creating structured frameworks, mentoring team members, and ensuring consistent, high-touch communication with health system executives. This individual will be instrumental in refining the team's approach to member engagement and reporting, aligning with THMA’s growth and quality standards.
Primary Job Duties:
Partner with Program Leads, Partnership Leads, and Account Management, to optimize recruitment, engagement, and operational processes that support THMA’s health system attendance goals.
Manage a team of 6-7 Member Success Associates, ensuring the team meets or exceeds key performance targets for event registration and retention.
Identify skills and competency gaps within the Member Success team, coaching for improvement and ensuring Associates develop effective time management skills to maximize outreach and engagement with health system executives.
Lead initiatives that enhance team productivity, such as refining messaging frameworks, member engagement scripts, and enhancing communication tools.
Oversee CRM (Salesforce) data management, ensuring accuracy, usability, and reporting on member recruitment and engagement metrics to support strategic insights.
Develop and deliver an exceptional on-boarding program and implement ongoing training to continually advance team skills, ensuring Associates are well-equipped for high performance in their roles.
Monitor and provide detailed analysis and reporting on team and recruitment performance, adhering to THMA’s KPIs for recruitment, engagement, and retention.
Drive a culture of proactive member engagement, fostering professional, consistent experiences for health system executives and ensuring the team prioritizes member needs alongside organizational goals.
Provide mentorship and coaching, encouraging professional growth and development while building a strong, resilient team culture aligned with THMA’s values.
Implement regular feedback mechanisms to gather insights from Program Directors and senior leaders, using these insights to continuously refine and enhance team performance and strategic direction.
Minimum Qualifications:
Bachelor’s degree required
3+ years in project management or event recruitment
Experience using project management tools is preferred
Experience using Salesforce preferred
Interpersonal Skills & Attributes:
Collaborative
Can manage multiple competing priorities
Ability to influence others at senior levels
Organizational skills from planning to execution of tasks and projects
Process oriented with the ability to drive a project to completion
Attention to detail
Self-directed and resourceful
Strong written and verbal communication skills
Ability to create agendas and drive preparation for key internal meetings
Ability and comfort with upward management
Proactive approach
Physical Demands:
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, and the ability to work with screens or monitors for prolonged periods of time. This position is primarily a sedentary job where the team member will be seated for the majority of the day.
Notice of Equal Opportunity Employment:
The Health Management 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, THMA will provide reasonable accommodations for qualified individuals with disabilities. THMA’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.
Compensation and Benefits:
Starting salary from $65,000-70,000 per year plus performance-based incentives.
THMA offers a comprehensive slate of benefits including health insurance, dental insurance, vision insurance, 401(k) matching, cell phone and commuter reimbursements, generous paid time off, and paid parental leave. We also offer non-monetary benefits designed to support team members fully including learning and development programs, coaching for working parents and caregivers, free therapy and professional coaching sessions, one-on-one financial coaching, and free legal support services.
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