MGMA

Product Manager

• Own end-to-end delivery of MGMA’s full web portfolio
• Define the target experience across all web touchpoints
• Act as the voice of the product
• Fully manage the execution of the problems worth solving
• Champion experimentation and user experience
• Maintain a healthy, well-groomed backlog
• Partner with engineering and external dev teams to scope and refine work for delivery
• Own delivery of all portals and web integrations
• Lead a cross-functional delivery team
• Define success metrics and validate shipped work against them
• Report on delivery progress and product performance

Product Owner, Web Experience

General

• Serve as contact for all organizational customers day-to-day needs and requests by providing remarkable service and building and maintaining strong member relations.
• Demonstrate comprehensive knowledge of MGMA and member industry and day-to-day member challenges.
• Identify member's spoken and unspoken needs and educates/recommends members on member benefits, services, and products available.
• Manage the organizational customer department email inboxes and respond to all member requests in a timely manner and provide immediate resolutions or managing and tracking the request until resolution has been provided.
• Monitor member community and other customer forums, utilize sales technology stack to conduct research that will identify problems members face and support member communications for potential solutions.
• Participate in onboarding calls and product demonstrations with organizational members.
• Attend virtual membership reviews with respective account managers to provide ROI on membership.
• Provide cross coverage to accounts & customers as needed.
• Addresses obstacles in the CRM hindering the member experience, including working collaboratively with IT and submitting, monitoring issues through the Jira system.
• Continually look to problem solve and fine-tune automatic processes enhancing member experience.
• Manage a select portfolio of renewal accounts, building trust-based relationships through regular communication and proactive outreach to ensure member satisfaction and retention.
• Identify and pursue opportunities for upselling and cross-selling MGMA products and services within assigned renewal accounts.
• Expand the company’s book of business by uncovering new sales and upgrade opportunities for Account Managers.
• Assist Account Managers to increase account reach in identifying gaps in decision making and contacts.
• Track and monitor account health using CRM, reporting on renewal status, member feedback, and service delivery to internal stakeholders.
• Assist Director & Account Managers with special projects or member requests as needed.
• Travel as necessary to support conference operations and engage directly with clients.

Product Owner, Web Experience

Member Relations Specialist