TITLE: Member Experience Analyst

DIVISION: Membership and Marketing

REPORTS TO: Senior Director, Membership and Marketing

OFFICE LOCATION: Hybrid (Remote/Sacramento

EXEMPTION STATUS: Non-exempt

SALARY RANGE: $60,000-$70,000

POSITION SUMMARY: CMA is a mission driven organization that takes care of California’s physician workforce, so they can care for California’s patients. The Member Experience Analyst exemplifies our mission by providing world-class customer support to our members and the public. The MEA contributes to the success of meeting CMA's membership goals by cultivating relationships among members, association stakeholders, corporate partners, and colleagues. Equally, the MEA is responsible for invoicing and payment processing of membership dues. The ideal candidate understands that service is first and foremost a commitment. Additionally, the ideal Member Experience Analyst has strong attention to detail, problem-solving and interpersonal skills, sound independent judgment, and a high level of accountability in the performance of their role.

The ideal candidate must possess the following skills and attributes: energetic and positive attitude; excellent organizational skills; self-motivated and goal-oriented; excellent written/oral and interpersonal communication skills with a genuine concern for members and partners; ability to work quickly to meet deadlines; and willingness to learn and improve in all aspects of the position. Technical abilities to interact with our CRM, generate invoices, collect payment, and log activity.

DUTIES/RESPONSIBILITIES

• Majority of time spent working in Association Management Software, specifically Euclid’s ClearVantage and Salesforce.

• Quantitative and qualitative analysis of member engagement, billing and  industry trends.

• Data mining and quality assurance.

• Responsible for all phases of membership dues processing, such as dues set up, invoice set up, printing, mailing, and group roster reconciliation.

• Investigates dues processing errors or discrepancies and ability to communicate issues to leadership.

• Develops and maintain positive relationships with each of our Component Medical Societies with an emphasis on dues processing, training, and support needs.

• Create, run, and analyze various membership and statistical standard reports.

• Performs data clean-up.

• Assists with various membership programs including maintenance of member profiles and mailings.

• Provide other assistance to membership team members as needed. i.e., retrieve documents, research and assist members with appropriate referrals within CMA, and maintain information and tracking in the CRM/AMS.

• Support internal readiness for implementation of real time payments in the form of new payments platform.

• Maintain a high degree of member benefits knowledge and service expertise.

KNOWLEDGE/EXPERIENCE

• Business intelligence and analytics

• Outstanding verbal and written communication skills

• Proficient use of MS Excel

• Experience with Salesforce or other CRM preferred

• Credit card processes

• Research and market intelligence experience preferred

• Must possess a professional and friendly attitude and be able to quickly develop a rapport with members over the phone

• Exceptional customer service skills and ability to solve problems

• High school diploma or GED (related degree preferred)

PHYSICAL REQUIREMENTS
Normal office environment requirements with minimal travel

(This job description reflects the general level and nature of the job. It is not intended to be all inclusive.)