Member Success Manager

POSITION: Member Success Manager

COMPANY: Med School For Moms...

REPORTING TO: CEO & Director of Operations

STATUS: Contractor

AVAILABILITY: Approx 15-20 hours per week with room for growth

LOCATION: Remote (Business is in MST/PST time zone)

START DATE: Mid-End of September

APPLICATIONS ACCEPTED THROUGH: August 23rd

WHO WE ARE

Med School For Moms, founded by Dr. Elana Roumell, ND, helps moms make confident decisions about their family?s health & well-being and provides online education so they can become a Doctor Mom. Learn more about Dr. Elana?s teachings here on her Instagram account.

POSITION OVERVIEW

The Member Success Manager?s primary responsibility is supporting and encouraging our customers in their journey to become a Doctor Mom in our membership by offering guidance, compassion, and encouragement, while also actively working to increase engagement. The ideal candidate will be passionate about engaging with people and supporting others every day. They are energized, not drained, by interacting with others online.

The Member Success Manager is the bridge between our team and our community of 2,000+ members. They are responsible for helping our customers make massive progress within our membership by connecting them to the right resources and people.

You will be responsible for helping to maintain our membership culture, encouraging member engagement, providing additional accountability to members and working with the company founders and team to deliver an exceptional member experience that aids in getting our members the best results possible.

Everything we do at Med School For Moms is centered around helping our members to feel less anxious, feel supported and know they are not alone in the journey of motherhood. We need a natural communicator and cheerleader to ensure they are getting the most from our membership community. Applicants need exceptional communication skills, both verbal and written.

Previous experience in community management or online memberships is preferred but not necessary.
? *Must be based in the US or Canada and available to occasionally work in the evenings**

RESPONSIBILITIES

? Regular engagement with our community through various communication channels including email, social media, live calls, and more

? Welcome new members including sending personal welcome videos

? Creating regular engagement prompts to encourage discussion within our members forum

? Hosting and facilitating group member calls

? Know and understand our membership content so you can direct members towards useful content and answers to their challenges where needed

? Support in keeping membership content up to date

? Track and monitor key metrics that indicate the health of our programs and communities

? Stay tuned into the tone and needs of our communities, suggesting adjustments when necessary

? Working with Director of Operations to organize community events

? Coordinate and ensure timely and effective communication of content within the membership

? Implement effective onboarding strategies for the membership

? Motivate and encourage customers to reach their goals

? Offer compassion as customers endure challenging times

? Protect and amplify our community?s unique culture

? Filter and organize content-related questions from community

? Collect, organize, and recommend customer stories to be leveraged in communities, marketing, podcasts, and more

? Plan and implement regular surveys to better understand our customers

? Keep our communities updated on the latest information through social channels, email communication, and more

? Support project implementation through tools such as Teamwork, Google Drive, and Slack

? Assist the customer support team in responding to customer needs via designated support channels when necessary

? Work with Director of Operations to leverage skills of the creative team when necessary

SPECIFIC SUCCESS CRITERIA

The Member Success Manager helps support the following key metrics:
? Membership retention rate
? Community engagement: active members, engagement rate, participation rate, and open rate
? Customer success measured through surveys and story collection

FUNCTIONAL SKILLS
? You thrive on supporting others and engaging with a wide range of people from all walks of life and diverse backgrounds
? Clear and effective oral and written communication with good grammar which ensures great communication with customers and team
? Extremely detailed-oriented as this role is a two-way communication channel with our customers
? You are confident on video and able to host and facilitate video calls
? Tech savvy to adapt to new tools required for this role and discover new tools that could improve processes and customer experience
? Tracking and interpreting data to pinpoint trends and opportunities
? Quick learner to acquire new skills and adapt to new strategies as needed
? You are able to problem solve when needed and also to identify new ideas and opportunities
? Time management to prevent overwhelm and ensure your physical, emotional, relational, and spiritual health is not neglected
? You can provide both compassion as well as firm boundaries when needed, and can identify when each is called for
? You are committed to being a part of the team and helping to ensure our members success for the long term

LEADERSHIP AND EXECUTION BEHAVIORS
? Critical Thinking - Be present new challenges that require critical thinking to solve problems
? Emotional Intelligence - This role may encounter challenging situations and even conflict within the communities and even the team. This requires thoughtful and emotionally stable responses
? Supportive - Motivate and empower students to own their results and keep moving forward
? Compassion - Lead with a balance of compassion and understanding that creates a safe environment for people to express their wins and failures
? Decisiveness - Sometimes decisions need to be made quickly to achieve desired results.
? Solution Focused - Staying positive when faced with challenges and conflict. Seeking solutions instead of freezing or complaining
? Coachable - Excited to learn new strategies, skills, and ways to do things
? Team-Oriented - Ready to work together to achieve team goals and leverage team resources through delegation where possible

CULTURAL BEHAVIORS

? Integrity - This role will be handling sensitive information, relationships, and conversations. Integrity is of the utmost importance

? Flexibility - Due to the nature of our online business, decisions and strategies can change rapidly. The right candidate will be able to adapt quickly to new initiatives

? Cooperation - Our team works together to support company goals

? Personal Responsibility - It?s important that the individual in this role takes personal responsibility for their own success and is able to communicate early and often when they hit roadblocks or needs more information to complete a task

? Commitment - Since this role has direct interaction with our customers, the ideal person will be committed to their success and to this role and the team long-term

PRIOR EXPERIENCE AND EDUCATION
? Must have experience using Facebook groups
? Must have prior experience working directly with people in a retail, hospitality or customer support role
? Previous experience in community management or online memberships preferred but not necessary
? Prior experience with the following tools is preferred, but not required
? Teamwork, Google Docs, Slack, Bonjoro, Zoom

Applications will be accepted through Friday, August 23rd