Customer Success Director


Member Engagement


Independently initiates and co-leads a large-scale group sales effort to increase membership and product sales for ACEP. Conducts research on, develops materials for and builds a sales pipeline of emergency medicine staffing companies to secure bulk sales of membership and products.  Cultivate relationships with companies on Group Billing/100% Club. Organizes and orchestrates outreach to small-to-medium sized emergency medicine staffing groups to introduce them to ACEP benefits and begin a nurture campaign to establish long-term relationships with group directors/managers. Builds upon existing relationships through CEDR/EQUAL customers and long-term exhibitors to expand existing partners. Solve problems, utilize creative sales techniques, and excel in project management. Develops a comprehensive understanding of ACEP products, services, and resources. Works as a strong partner with Group Billing Coordinator, Marketing/Communications and Educational Products staff to ensure expertise in ACEP offerings. Build a foundation for future staff and growth.

Characteristic Duties and Responsibilities

  1. Create and maintain strong, effective relationships between ACEP and emergency physician staffing groups and residency programs. Build trust and confidence with residency program staff, hospital and physician groups.

  2. Identify key decisionmakers (CEOs, Chief Medical Officers, Program Directors) through cold calls, ACEP’s CRM and CEDR databases and ensure accuracy of data in CRM and ACEP’s physician group database.

  3. Work across all departments to identify ACEP resources relevant for physician groups and residency programs.

  4. Analyze group billing customers to identify commonalities and develop tailored sales outreach based on research findings.

  5. Develop and maintain a pipeline to offer concierge-style service to physician staffing groups, beginning with research to determine the most effective elements of service (eg. group resources, personalized educational offerings, meeting registration discounts, etc.)

  6. Act as the single point of contact for physician groups to address issues, concerns, and needs.

  7. Interact with various ACEP staff members to develop or improve resources, including the group portal, searchable group database, dashboards, reporting tools, CRM, and membership systems.

  8. Create a sales pipeline that includes nurture campaign with at least eight touchpoints per contact to achieve meetings or phone conversations with new prospects.

  9. Collaborate with Senior Vice President, Member Engagement to develop ongoing sales quotas and strategies.

  10. Accomplish year one goals, including:

    ·       Convert 10 Group Billing customers into 100% Club members

    ·       Convert 20 current groups into Group Learning Portal users

    ·       Convert five residency programs to product portal purchasers

    ·       Secure at least two new physician groups not currently participating in group billing

  11. Support relevant committees, sections, and task forces as assigned.

  12. Build relationships with internal and external stakeholders.

  13. Attends educational and business meetings as assigned with some travel required.

  14. Performs other duties as assigned.

Relationships and Contacts


Reports to:

Member Services Representatives (6), Chapter Services Manager, Community and Sections Manager, Group Billing and Special Projects Coordinator, Manager International Relations and Special Projects


ACEP Head Quarters, Irving, TX

Internal Contacts:

All ACEP staff

External Contacts:

Membership Committee, ACEP members, physician group staff, residency program staff, medical society staff, vendors

Required Education and Experience

  1. Bachelors’ degree required in business, business administration, marketing, or related field or comparable record of sales leadership experience.
  2. Ten years of progressive experience in sales and account management.
  3. Strong inter-personal skills to build effective customer relationships.
  4. Proficiency with computers, Microsoft Office (Word, Power Point, and Excel), and Dynamic CRM.
  5. Highly autonomous and self-motivated.

Other Desired Qualifications 

  1. Demonstrated knowledge of strategic marketing/promotional planning.
  2. Experience working in associations or other medical-related fields.
  3. Experience executing multiple priorities with internal and external stakeholders.
  4. Ability to handle full range of delegated tasks, work independently, exercise good judgment, prioritize tasks, ability to adapt to shifting priorities and schedules, display strong personal initiative, and follow through in all areas assigned with attention to detail and timeliness.
  5. Effectively communicate (oral and written) and serve as an effective coach for team and customer.

We offer competitive salary, excellent benefits package, retirement plan and more.

If you have any questions, please contact us.

[ Feedback → ]