The Association of Clinical Research Professionals (ACRP) seeks an experienced, self-driven problem-solver and communicator to serve as a trusted advisor for ACRP members and customers, helping them to achieve maximum value from ACRP's offerings.

Essential Duties and Responsibilities:

• Lead ACRP Customer Support team in day-to-day management of member support, which includes managing member support tickets and triaging requests
• Specifically, serve as a knowledgeable, efficient and helpful liaison for ACRP members, volunteers and other key stakeholders who contact ACRP through Customer Support
• Additionally, collaborate with internal teams to support Organization Member and Customer Fulfillment through by assisting with implementation and delivery of ACRP educational training products and services
• Become thoroughly acquainted with all ACRP programs and services, and be able to respond to inquiries from members, prospective members, and other key stakeholders
• Proactively solve stakeholders’ support requests and coordinate resolutions with training and database teams
• Collaborate with ACRP’s database management leader and be available to assist with Membership management through the ACRP AMS system
• Develop a Customer Support database management system that identifies, tracks, and documents resolutions for Member issues
• Develop methods for ACRP Members to engage with self-service support, bringing efficiency to ACRP’s Customer Support program
• Process member dues including monthly follow-up of outstanding dues receivable
• Manage incoming mail
• Identify risks and work with the Customer Support and Finance team to implement build a risk mitigation plan
• Develop a playbook of typical technical challenges faced by customers; as well as common objectives to appropriately solve their issues/concerns
• Develop metrics and surveys to track and report on customer satisfaction, renewal potential, turnaround time of tickets, etc. Develop baselines, benchmark goals, and reporting capabilities
• Attend and work registration at the ACRP Annual Conference

Other duties as assigned.

Education and Experience:

• Bachelor’s degree or equivalent.
• Customer service experience, including database operations
• Experience with Microsoft Office 365 platforms

Job Knowledge, Skills, and Abilities:

• Management experience in Customer Support
• Excellent analytical, communication, and interpersonal skills
• Demonstrated experience working with Association Management Systems and associated database management
• Proven experience in leading a Customer Support team
• Demonstrated experience as a helpful, friendly and reliable “frontline” representative for an association or similar organization
• Excellent organizational skills as demonstrated by ability to manage & problem-solve complex issues and customer inquiries.
• Ability to communicate with customers and technology experts related to digital education, credentialing & data integration.
• Possesses time management and prioritization skills to follow assignments through to completion, with a results-based focus.
• Ability to function in minimally supervised environment.