You see challenges as opportunities. A natural problem solver with a passion for helping others succeed, you thrive at the intersection of technical expertise, customer support, and relationship building. When issues escalate, you are empowered to untangle them, delivering proactive solutions with reliability and care. Organized, analytical, and energized by meaningful work, you’re constantly looking for ways to elevate processes and enhance customer experience. Most of all, you’re excited by the chance to make a measurable impact every single day.

If this sounds like you, please read on!

The Customer Support and Outreach Specialist is a role within the Registries Data Services and Onboarding team responsible for activities related to customer support and issue resolution. This role has two major functions:

Second level support and issue resolution: Support first level resolution staff on advanced clinical or technical issues requiring higher level subject matter expertise. Collaborate with Product and Program Management teams to resolve issues and modify registry functionality if necessary.

Proactive outreach to key customers and at-risk participants: Identify and track high volume multi-site registry participants (key customers) and sites that have failed to submit, or stopped submitting, data to the registry (at risk of cancellation). Establish an outreach process to contact these sites on a routine basis to offer proactive assistance.

The Customer Support and Outreach Specialist will also identify opportunities for process improvement as it relates to registry customer outreach and support, make suggestions for process changes, and work with Business Leads in Support and Outreach to improve customer satisfaction and retention.

• Second level support of customer issues. Support front line support staff in need of higher-level subject matter expertise. Ensure proper issue ticket tracking in appropriate support systems. Resolve issues within established timelines. 
• Collaborate with Product and Program management teams to address issues as necessary and identify registry modifications if necessary. 
• Assist in prioritization, sprint reviews and user acceptance testing for issues requiring TDS development. 
• Monitor case progress and assignments in partnership with Engagement and Support team members. 
• Support ongoing monitoring and updates to Service Level Agreements; work with teams to set benchmarks and goals for measuring response times and participant satisfaction. 
• Establish criteria for identifying key customers and at-risk participants. Manage a list of contacts at these locations. Define a process for proactively contacting these customers to ensure high level satisfaction and prevent potential cancellation. 
• Collaborate with and provide support for both the Program Management and Data Science teams related to participant engagement and support and ensure consistency in processes related to participant interactions and issue resolution. 
• Plan and manage small to mid-size projects related to process improvement and or the implementation of new processes to improve the participant experience.

Travel:

• Up to 5 days per year

Qualifications:

Required: 

• 5+ years of experience in a business environment ideally serving in a customer relationship or support role 
• Bachelor’s degree or equivalent experience 
• Experience managing work in Salesforce or other Customer Relationship Management (CRM) or Association Management Systems (AMS) 
• Demonstrated proficiency in Microsoft Office and collaboration tools such as SharePoint and MS Teams 
• Strong oral and written communication skills 
• Experience with direct customer support responsibilities 
• Ability to deal with ambiguity and work in a dynamic, results oriented environment 
• Naturally organized, analytical and detail oriented; self-starter passionate about professional integrity and excellence with a positive attitude and contagious enthusiasm 
• Strong relationship building skills and the ability to work with a diverse group of team members across the Registry department and the organization

Desired: 

• Experience in a Health Care organization that provides outcomes, evidence-based research services 
• Experience in a nonprofit or Association management organization

Salary Range: $67,000-$69,000, depending on qualifications and experience.

If you’re excited by the idea of blending technical expertise, proactive outreach, and customer centered problem solving and you thrive in an environment where your contributions directly support organizational success, we want to hear from you. Apply today and help shape an exceptional participant and customer experience!

Please share the following:

• Clearly communicate why you are the ideal candidate for this role, providing specific examples and experiences as proof points.
• Resumes must be accompanied by a cover letter with salary expectations to be considered.

Please note: This hybrid position is based in Rosemont, Illinois and is open to applicants who are able to commute at least twice per week to this office. Applicants must already be authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of work visas.

JOB CODE: 1000156