Member Success Specialist

Organization Background
The National Association of Charitable Gift Planners (CGP) is the leading organization setting standards for charitable gift planners, bringing members together to learn, connect and advocate. We provide education and resources that enrich and advance careers and provide access to peers at all levels, including those who defined the field. We exist to serve our distinguished profession.

We help advance the art and science of complex charitable giving.

Position summary: Member Success Specialist
Location: Hybrid in Indianapolis metro area

The member success specialist supports the success and growth of CGP’s individual members and affiliated councils by strengthening and expanding the member experience.

Working closely with the director of membership and marketing, the specialist will build opportunities for connection, collaboration, and peer learning through consistent outreach to and engagement of members.

The successful candidate for this role is a relationship builder and “dot connector,” and will seek to understand members’ unique needs and challenges and translate those into scalable solutions.

Individual member engagement and success:

• Develop and maintain understanding of all CGP services, benefits, and resources. Take a navigator approach in connecting members to information.
• Guide new member onboarding and member wayfinding via multiple channels, including hosted meetings and webinars, email, and the CGP online community (CGP Link).
• Understand member needs, interests, and challenges to support development of resources and offerings.
• Recognize patterns and trends and build on them to shape opportunities for proactive member engagement.

Affiliated council engagement and success:

• Proactively and regularly engage with CGP council leaders to understand their organizational objectives and challenges.
• Encourage peer-to-peer conversation and collaboration for council leaders via multiple channels, including Zoom meet-ups, the CGP Link online community, and the annual CGP Conference.
• Ensure council leaders are aware of affiliation benefits, services, and annual requirements.
• Manage council platforms and resources.

General support and success:

• Develop help, how-to, and onboarding materials for internal and external guidance.
• Monitor and report on member and council engagement and activities.
• Demonstrate proficiency in both proactive and reactive customer support, ensuring that constituent needs are not only met but anticipated and addressed promptly.
• Collaborate with the team to drive continual improvement of tools and processes.

Production and collaboration:

• Work within digital platforms, currently including, but not limited to: website (Drupal) and online community (Personify).
• Partner with membership data manager to integrate with and enhance use of database, to include developing reports and dashboards. (CiviCRM).
• Collaborate with teammates via Asana, Slack, email, and online meetings when needed.

The salary for this role is $50,000 USD. CGP offers a comprehensive benefits package, including 100% paid health insurance, vision and dental for employees. CGP offers nine paid holidays, generous PTO, and a flexible work schedule. CGP operates in a hybrid workstyle, with in-person meeting and collaboration one-two days weekly in our Indianapolis co-working space.

We will begin reviewing applications on May 6 and will continue until we identify a diverse and qualified candidate pool.

Please note: All applications will be reviewed by our team, and all candidates will receive a status update via email after their application has been reviewed, which we expect to complete by June 12. Due to capacity constraints on our hiring team, we are unable to provide you with a specific status update beyond these parameters. Our ideal start date for this role is July 22, 2024.