Representative, Member Success

Spins•Chicago, IL

23d•Hybrid

About The Position

For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do. Representative, Member Success Position Overview Member Success Associates are a key element of SPINS IX‑ONE’s member-facing organization, ensuring that assigned retailers, distributors, and brand/manufacturer members receive exceptional value throughout their relationship with SPINS IX‑ONE. This role is responsible for retention, renewal execution, onboarding excellence, lifecycle management, and proactive partnership development — all tailored to the unique operational rhythms of SPINS IX‑ONE’s data capture, management, enrichment, and content delivery ecosystem. Member Success Associates are essential to advancing SPINS IX‑ONE’s mission of driving data accuracy, digital enablement, and operational efficiency for all members.

Requirements

1+ years of experience in Member Success, Customer Success, Account Management, or a related relationship‑focused role
Ambition to achieve goals/objectives, discipline, sense of urgency, organization, and perseverance to deliver results.
Ability to gather and make sense of large amounts of information and apply it to make decisions.
Self-starter with a goal-oriented approach
Strong communication, analytical, and strategic thinking capabilities.
Passion for service and excellence
Excellent verbal and written communication skills

Nice To Haves

Experience working directly with retailers, distributors, or CPG manufacturers
Familiarity with SPINS IX‑ONE‑related platforms and processes
Proficiency with MS Office, CRM systems, workflow tools, and BI platforms

Responsibilities

Responsible for operating as the lead point of contact during member onboarding journeys
Own multiple client relationships including, but not limited to training, client queries, proactive outreach, and tools enhancements
Facilitate timely resolutions to member inquiries, agreed upon training, and overall member fulfillment
Maintain high level of member satisfaction by consistently providing tailored communication in all matters pertinent to the relationship
Work effectively across various internal and external teams by demonstrating clear and concise communication skills
Track the health of members on an ongoing basis to proactively address their needs
Identify opportunities for improvement in the member experience
Build strong member relationships and instill confidence across the organization especially with sponsors and technical contacts

Benefits

We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.

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