Customer Success & Growth Specialist (part-time, temporary position)

Description

Clinical and Laboratory Standards Institute (CLSI)

Remote | Part Time Temporary Position

CLSI is seeking a customer-focused, tech-savvy professional to provide maternity leave coverage while helping us pilot new customer engagement and sales enablement initiatives.

This role is ideal for someone who enjoys solving customer problems, building relationships, improving processes, and finding opportunities to help organizations get more value from the products and services they use. The successful candidate will work across customer support and member experience and assist with user onboarding, analytics, and targeted outreach efforts that support CLSI's growth strategy.

*This is a part- time temporary contract position with the potential for future opportunities based on organizational needs and demonstrated business impact.*

Requirements: What You'll Do

*Customer Support & Member Services*

• Serve as a first point of contact for customer and member inquiries.
• Troubleshoot and resolve most customer support requests independently.
• Escalate complex issues and coordinate resolution with internal teams and external vendors.
• Deliver a positive customer experience through timely, professional support.
• Conduct onboarding and demo sessions for new members.
• Help customers maximize the value of their CLSI membership and subscriptions.
• Develop customer-facing resources, FAQs, and communications that improve self-service and adoption.

*Vendor & Operational Support*

• Act as the primary day-to-day contact for support vendors and fulfillment partners.
• Track support activity, identify trends, and recommend process improvements.
• Maintain customer service reporting and analytics.

*Sales Enablement & Outreach*

• Conduct project-based outreach to prospective customers.
• Nurture qualified leads through the quote stage.
• Work closely with marketing and customer experience teams to improve engagement and conversion p