Location: All-remote office (based in Alexandria, VA)
Type: Full Time (Remote Only)
Customer Service and Support
4 Year Degree
Telecommuting is allowed.
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.
About Association of Clinical Research Professionals
The Association of Clinical Research Professionals (ACRP) supports clinical research professionals through membership, training and development, and certification. Founded in 1976, ACRP is a Washington, DC-based non-profit organization with more than 13,000 members who work in clinical research in more than 70 countries.