Member Success Manager - South

The Member Success Manager (MSM) is responsible for driving the success of Incite’s offerings by fostering and expanding relationships with both existing and new members, as well as Incite’s business partners. This role plays a key part in creating and optimizing efficient, high-impact programs at the member level. Focused on maximizing contract utilization, the MSM helps ensure that members derive the highest value from their participation in Incite’s programs. While the role has a broad scope, it will particularly focus on the dining/food category, although not exclusively.

As an account management position, the MSM will be tasked with providing strategic, product-focused guidance to members, ensuring they fully leverage the value of Incite’s contracts. The role will also serve as a vital liaison between members and our business partner community, driving product and business partner decisions that promote compliance and conversion opportunities. Additionally, the MSM will collaborate closely with the Business Development, Business Partner Development, Marketing and Operations teams to align efforts and achieve shared goals.

Key Responsibilities:

• Business Review and Strategic Growth:
  • Schedule and facilitate Business Reviews to present trends, opportunities, and strategies for enhancing savings and increasing contract utilization.
  • Assess the performance of Incite programs and vendors with member accounts, addressing or escalating any performance issues to ensure customer satisfaction.
  • Present new contracts to members, highlighting their value and potential to increase contract utilization.
  • Identify, analyze, track, and quantify business trends and opportunities for contract optimization.
  • Engage with potential new members to educate them on the benefits and advantages of Incite membership.
  • Collaborate with vendors to align their purchasing strategies with the Incite contract portfolio.
  • Demonstrate proficiency in Power BI and Incite’s BI tool to:
    • Showcase Incite’s technological capabilities.
    • Promote a deeper understanding among members of their purchasing behaviors.
    • Identify and address areas of concern or opportunity highlighted by the data.

• Ongoing Member Engagement (Food and Non-Food):
  • Collaborate with the Business Development team to refine account strategies and ensure consistent, high-quality account management.
  • Analyze GAP reports to:
    • Identify gaps in sales data and uncover new opportunities.
    • Prepare and deliver analysis to substantiate potential opportunities for the member.
    • Partner with the Business Development team to present findings and recommendations to members.
• Provide ongoing member support and engagement, identifying needs and delivering tailored product and service-based solutions.

• Member Onboarding:
  • Define the member type (Incite, Incite Select, DSSI Direct, DSPS) and collaborate with DSSI and suppliers to ensure successful supplier connections and a cohesive member strategy.
  • Work with the Operations team to ensure seamless connections are made between members and suppliers.
  • Collaborate with Business Development and members to understand and align on member goals, ensuring a smooth onboarding process.

Education & Experience:

• A minimum of 3-5 years of experience in account management, strategic sales, or customer success, ideally within a Group Purchasing Organization (GPO) or Food Distribution setting.
• Proven experience managing national accounts, including familiarity with large-scale contracts, procurement processes, and vendor management.

Preferred Qualifications:

• A Bachelor’s Degree in Business, Dietetics, Culinary Arts, Hospitality, Food Service, or a related field is preferred.
• Prior experience in the GPO industry or healthcare procurement programs is a plus.
• Knowledge of the Healthcare, Senior Living, or Foodservice sectors is advantageous.
• Familiarity with procurement software, contract management systems, and vendor relationship tools is beneficial.

Skills & Knowledge:

• Strong strategic thinking and problem-solving abilities, with a proven track record in managing complex relationships and delivering measurable outcomes.
• Proficient in data analysis using tools like Power BI, and the ability to transform data into actionable insights.
• Expertise in vendor management, contract negotiations, and enhancing compliance within contract portfolios.
• Excellent written and verbal communication skills, with the ability to deliver clear, compelling presentations to senior leadership.
• Outstanding project management and organizational skills, with the ability to manage multiple initiatives simultaneously and effectively.
• A customer-focused mindset, with the ability to anticipate and meet member needs proactively.

Travel Requirements:

• Willingness to travel regularly (local, regional, and national) to engage with members and vendors.

Why Join Incite Strategic Partners? 

Founded in January 2020, Incite Strategic Partners is committed to doing group purchasing differently. We deliver savings, service, and solutions to members nationwide, focusing on senior living organizations of all sizes. We value diverse perspectives and skills, creating an inclusive environment where employees thrive. 

As Member Success Manager, you will work alongside top professionals in the GPO industry, drive impactful results for national members, and play a key role in Incite’s growth. 

If you’re a strategic thinker passionate about account management, problem-solving, and delivering value, we encourage you to apply and join our innovative team.