Member Success Manager; Business Development

The Member Success Manager (MSM) role is responsible for maintaining and growing new and existing Member relationships and revenue by ensuring they achieve maximum value from Biocom’s portfolio of Member benefits. As the primary point of contact for the Member, the MSM plays a lead role in curating the membership journey and enhancing the Member experience through proactive engagement, deep relationship building, and identifying opportunities for expansion of benefits within Member accounts.

The MSM is directly responsible for increasing Member ROI leading to reductions in churn, increased revenues and member lifetime value.

Responsible Territories: Greater Los Angeles region (Orange County through Ventura County), as well as members outside California, excluding Washington State.

Member Focus: Prioritizing Member success by understanding their needs, goals, and pain points to tailor Member Benefits solutions, drive utilization of benefits and proactively address potential issues.

Relationship Building: Developing strong, trusted relationships with key decision-makers and stakeholders at Member companies to become a trusted advisor.

Networking: Represent Biocom at networking events and foster meaningful discussions to drive member engagement.

Account Management: Overseeing the entire Member lifecycle, including onboarding, ongoing benefits utilization, renewals, connecting the member with Biocom’s Pillars, and potential upselling opportunities.

Account Planning: Collaborating with internal teams to create customized Member success plans and activate internal teams to engage with Members in alignment with Member objectives.

Business Development: Partnering with Members and Core suppliers to continually identify and convert opportunities to drive increases in Member savings and Biocom revenues over time.

Data Analysis: Utilizing Member data to monitor usage patterns, identify potential churn risks, measure success metrics and prioritize engagement efforts.

Proactive Engagement: Regularly reaching out to customers to assess their satisfaction, identify areas for improvement, and guide them towards optimal product utilization.

Member Advocacy: Cultivate member loyalty by actively promoting, in close coordination with marketing, customer success stories, testimonials, and case studies to enhance brand reputation and drive new business opportunities for Members.

Communication

Skills:

Excellent verbal and written communication to clearly convey information to customers and internal stakeholders, including active listening and negotiation skills.

Product Expertise: In-depth understanding of the company's product or service features, benefits, and limitations to provide valuable insights and recommendations to customers.

Customer Relationship Building: Ability to build trust and rapport with clients, proactively identify their needs, and address concerns effectively.

Problem-Solving: Proactive approach to identifying customer issues, analyzing root causes, and developing creative solutions to ensure customer satisfaction.

Data Analysis: Capability to analyze customer data and usage trends to identify potential issues, opportunities for improvement, and inform strategic decisions.

Organizational

Skills:

Efficient time management to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines.

Empathy and Emotional Intelligence: Understanding customer perspectives, demonstrating empathy, and adapting communication style to different situations

Technical Proficiency: Familiarity with CRM tools, customer success platforms, and relevant analytics software.

Collaboration: Ability to work effectively with cross-functional teams across sales, marketing, and…