Customer Success Specialist - Accreditation Council for Medical Affairs (ACMA)

Company Description

The Accreditation Council for Medical Affairs (ACMA) is looking for a high performing customer success specialist to help support excellence in client and customer satisfaction. The ACMA collaborates with Industry, Regulators, and Academia to achieve its mission.

Role Description

This is a full-time hybrid role for a Customer Success Specialist at ACMA in the Oradell, NJ office (2 days/week), with and remote work 3 days per week. The Customer Success Specialist will be responsible for ensuring customer satisfaction, providing analytical support, offering customer support, and maintaining effective communication with clients on a daily basis.

About the Role:

This person will be a flexible, creative and strategic thinker with a proven track record in customer success and operations.. They possess strong project management and administrative skills as well as excellent communication and customer service skills. 

The individual should be able to explain ACMA products and services clearly and concisely so that customers can understand the benefits of implementing our solutions. The individual should have exceptional multi-tasking, communication, problem-solving, project management and people skills.

Responsibilities:

• Support current B2B & B2C clients/customers to ensure that their questions are answered and any issues are resolved quickly. 

• Supporting the day to day support of current ACMA clients including onboarding / rollout of program

• handling all logistics

• workflows for constant communication with and reminders for enrollees

• any other needs such as password reset. 

• Providing onboarding support for clients to implement all products and services

• Keeping track of all communications with clients, such as emails and phone calls, using a CRM system (Hubspot).

• Moderate ACMA Webinars as needed

• Develop and maintain company SOPs

• Maintain engagement with ACMA grads

• Manage mentors and build mentor database

• Work on contracts with clients

• Support conference logistics

• Manage Booth if needed at conferences

• Develop customer success reports on attrition and retention of customers 

• Coordinate with account and relationship managers regarding any pertinent information about customers 

• Conduct upselling, account management

• Conduct business reviews with key clients

Qualifications

• Customer Satisfaction, Customer Support, and Customer Service skills
• Analytical Skills
• Strong Communication skills
• Experience in customer success or related field
• Ability to analyze data and provide insights
• Excellent problem-solving abilities
• Empathy and patience in dealing with customers
• Bachelor's degree in a relevant field