Member Success Associate

CoreTrust is the market leading Group Purchasing Organization (GPO), leveraging the combined purchasing volume of its 3,000 customers (members) to negotiate preferential pricing and terms across more than 80 indirect spend categories. Strategically aligned with private equity portfolios and large independent companies, we complement sourcing bandwidth and improve supply chain efforts with our industry-leading national contracts.  

Recently acquired by Blackstone Private Equity, CoreTrust is growing rapidly and we’re looking for a dynamic Member Success Associate (MSA).   

Reporting to the Vice President of Member Sucess, you will be an integral part of delivering CoreTrust’s customer (member) experience and an accelerator to the company’s revenue realization.  You will skillfully interact with the growing number of customers to manage their experience from onboarding through renewal and growth, by ensuring a high service level that results in consistent satisfaction.  

By navigating between customers and suppliers, you’ll ensure customers achieve the value they expect from CoreTrust’s services, while ensuring suppliers receive the projected spend from CoreTrust customers.  You will act as the customer’s trusted advisor, demonstrating strong problem-solving abilities and serving as a reliable resource that customers (members) can depend on. 

Responsibilities 

• Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity for account executive (Sales) follow-up 

• Interact with third-party vendors as needed on behalf of customers (members) to resolve service quality and other issues  

• Facilitate a seamless and timely member onboarding experience, which includes orchestrating customer onboarding, confirming members’ goals, collecting all necessary new member documentation, and configuring internal systems to launch  

• Monitor and analyze member account metrics to improve member experience and value realization 

• Partner with Sales to shorten timeline to revenue realization and exceed Net Revenue Retention (NRR) goals 

• Understand members’ business strategies and apply the proven Customer Success methodology to lead them through all phases of the implementation journey, with a focus on adoption and member outcomes 

• Review customer service challenges and help identify trends to make long-term improvements to the customer experience 

• Maintain a detailed understanding of CoreTrust services and assist customers with questions regarding current product selections 

• Plan and orchestrate business reviews with members; collaborate with other functions in support of these reviews to report performance and support business development activities 

Qualifications 

• 3 years of experience in customer service or customer success position  

• Experience working in Business Process Outsourcing (BPO) or Procurement preferred 

• Demonstrated results of creating loyal customers by delivering exceptional service  

• Stellar communicator with ability to foster positive business relationships 

• Experience with Microsoft suite, especially Excel and PowerPoint, or similar software  

• Strong ownership and superb organizational skills – agile with the ability to troubleshoot as needed 

• Deep understanding of customer concerns and priorities regarding the use of products  

• Comfortable working with a high level of autonomy, while taking direction and articulating point of view with clarity and focus 

Benefits 

• Competitive compensation package 

• Free individual employee medical coverage 

• Company subsidized dental and vision coverage 

• Dollar for dollar 401(k) match up to 6% of your salary with immediate vesting 

• Company-paid Short-Term and Long-Term Disability coverage 

• Employee Assistance Program to support your wellbeing and mental health 

• $1500 annual stipend for undergraduate/graduate college courses; $500 annual stipend for continuing education courses/certifications 

• Free snacks and beverages on-site 

• Brand new, state-of-the-art, tech-enabled work environment in downtown Nashville 

• Flexible/hybrid work culture 

Salary : $1,500