Job Description

OVERALL PERFORMANCE:

Drive member engagement, retention, and organizational growth by ensuring PLRB members fully understand and utilize the benefits available to them. Through strategic outreach, personalized training, member usage analysis, and targeted communications, the Member Success Specialist will increase member satisfaction and proactively support the recruitment of new members.

KEY RESPONSIBILITIES:

Working in close collaboration with the VP of Marketing and other Member Success Specialists, this role serves as both a relationship builder and growth driver across all member segments —insurer, affiliate, and prospects.

Member Engagement & Retention

· Build and maintain strong relationships with current members to understand their evolving needs and ensure continued value from PLRB membership.

· Retrain and re-onboard existing insurer and affiliate members to deepen understanding and usage of PLRB tools, resources, and services.

· Conduct live and virtual training, onboarding sessions, and usage walkthroughs tailored to member roles (e.g., claims professionals, trainers, legal teams).

· Monitor member usage data to identify at-risk accounts and proactively re-engage them with high-impact outreach and customized value propositions.

Member Growth

· Conduct in-depth research to identify prospective members, including key decision-makers and areas of unmet need.

· Collaborate with Marketing to craft tailored campaigns and messaging for targeted outreach.

· Support recruitment strategies by sharing relevant member success stories and use cases that demonstrate PLRB’s value.

REQUIREMENTS

Education and Experience

· Bachelor’s Degree, preferably in Marketing, Communications or related field

· 5+ Years’ Experience in Customer/Member Success

· Experience with member-driven companies preferred

Skills, Knowledge and Abilities

· Exceptional communication and relationship-building skills.

· Strong training skills, especially in helping others adopt tools or services.

· Data-informed mindset: able to interpret member usage data to inform strategy.

· Strong organizational skills and attention to detail.

· Proficiency with CRM platforms, email marketing tools, Microsoft Excel, and PowerPoint.

· Collaborative, self-driven, and solutions oriented.

· Demonstrated alignment with PLRB’s core values:

o Member Focused

o Teamwork

o Integrity

o Growth Mindset

Physical Demands

While performing the duties of this job, the employee will regularly work on a computer screen for extended periods. The employee is frequently required to talk and hear. Specific vision abilities required by the job include close vision.

This role may require limited travel within the United States, facilitated through a mix of air and ground transportation. Overnight hotel stays should be expected. The total number of trips is likely to be 2-8 per year and may include PLRB in-person conferences. Additional role-specific travel may be required depending on various factors, including employee location.

Work Environment

Work may be completed in PLRB’s office in the greater Chicago area or via remote work, or a mix of the two. Employee is expected to create a remote work environment conducive to successful execution of their role, including management of distractions, reliable internet connectivity sufficient to support video conferences, and reliable telephony.

The work environment of PLRB’s office includes ADA-compliant accessibility, and low to moderate noise levels.

The employee is expected to be available to work from 8:30am to 5pm Central, Monday through Friday, except on company-recognized holidays or personal vacation time.

Reports directly to the VP of Marketing. Cooperates with senior leadership team, including President & CEO, SVP of Legal Coverage Services, SVP & General Counsel, VP of Meetings & Education, VP of IT. Collaborates with staff across all functional areas of the organization.

External

Regular contact with insurer and affiliate member companies and staff, as well as with prospective member companies.

ABOUT PLRB

Headquartered in Chicago suburb Downers Grove, Illinois, the Property & Liability Resource Bureau, PLRB, is a not-for-profit national trade association that provides critical support and services to the US Property & Casualty Insurance industry. We serve our insurance company members, who represent the majority of premium written in the US across Property, Auto, General Liability and other related lines of business; as well as our affiliate members, who are service and solution providers to the industry. PLRB offers a range of services to members, including legal coverage research, weather and catastrophe services, building codes information, and educational material delivered online and in person, including for continuing education credit for claims adjusters and attorneys. PLRB hosts several in-person events, including our industry-leading, annual Claims Conference and Large Loss Conference.

PLRB’s office is in a building with covered parking, workout facilities, café/deli and nearby shopping and restaurants. The organization has a friendly and congenial team environment. In addition to a competitive salary, this position comes with great benefits including a very generous 401(k) plan with strong employer contributions; health, dental, and vision plans; disability coverage; basic life coverage; a competitive number of vacation and personal days; plus thirteen paid holidays.

For more information on PLRB, please visit plrb.org.

EEO STATEMENT

PLRB is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and comply with all applicable federal, state, and local employment laws.

This job description reflects the current assignment of essential functions and is not meant to be all-inclusive. Duties and responsibilities may be assigned or reassigned to this job at any time and may be modified to reasonably accommodate an individual with a disability, or for other reasons.

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