Coordinator, Systems Implementation & Training

With a membership of more than 151,000, the American Chemical Society (ACS) is 
the world’s largest scientific society and one of the world’s leading sources of 
authoritative scientific information. A nonprofit organization chartered by Congress, 
ACS is at the forefront of the evolving worldwide chemistry enterprise and is the 
premier professional home for chemists, chemical engineers, and related professions 
around the globe.

The Society Business Solutions Unit (SBS) reports into the Chief Operating Officer
function and supports all Society Programs. This unit enables ACS goal achievement 
through data research/analysis, strategic planning, web communications support, 
and an array of customer service activities. The SBS staff partner with IT to oversee

the Society Project Prioritization efforts and often serve as partners on IT related 
initiatives, supporting planning, testing and prioritization related activities. 

Within SBS, the Member Services Department provides customer service and 
support to Society members and subscribers for Society meetings, publications, and 
educational offerings. These services include maintaining the database of Society 
membership and providing assistance to all members, subscribers, and customers 
regarding their access to products/programs/services, account information & 
ordering, abstract submission, meeting registration, volunteer support, and other 
departmental inquiries.

We are presently filling the position of Coordintor, Systems Implementation & 
Training (CSIT), within Member Services. The position is full-time, exempt, with 
benefits and is located in Columbus, OH. The CSIT works in a team environment 
providing leadership and training for a Contact Center that responds to inbound 
inquiries from individual members and customers via multiple channels. 

Primary duties and responsibilities are as follows: 

• Serves as the Subject Matter Expert (SME) to represent the needs of the Members Services team while partnering with IT and other resources on the assessment, selection, and implementation of technology-based tools.
• Coordinates testing with the management team within Member Services dependent upon the system and the processes being developed/changed. Ensures we have adequate testers to perform the testing in a timely manner.
• In partnership with IT and other resources, develops and executes project plans for system upgrades and implementations.
• Creates testing scripts as needed to ensure all of Member Services processes have been identified.
• Develops timelines that clearly articulate testing, training and implementation needs from Member Services.  
• Ensures deadlines are met with requirements, testing, and regression testing through final implementation/deployment.
• Develops and delivers training on system upgrades and implementations in the “voice” of the Member Services team to ensure full understanding and readiness.
• Creates and maintains currency of and accessibility to a library of appropriate support documentation for the Member Services team.
• Monitors performance of both systems and system users and drives the adaptation of tools and training as needed to address any identified issues.
• Consistently delivers quality solutions in a timely manner by interpreting customer and user problems, researching available resources, and applying intervention.
• Engages with the Member Services management team to stay abreast of objectives and challenges (short- and long-term).
• Prioritizes work to ensure established standards are met for turnaround times and service level agreements.

Required Skills: 

• College degree (relevant field) preferred: equivalent experience in a directly relevant role may be substituted.
• Aptitude to quickly learn and apply new technical skills using ACS-specific hardware and software.
• Proficient in Excel, Word, and Outlook at a minimum; experience in Salesforce Service Cloud preferred.
• Analytical & problem-solving mindset.
• Excellent oral, written, and interpersonal communications skills.
• High degree of dependability to be able to reliably support the goals and functions of a small team.

Required Experience: 

• A minimum of 5 years of experience in a systems implementation and training-related role.
• Experience with Customer Relationship Management (CRM) systems highly  desired.
• Contact Center experience preferred but not required.

This position is based in the Columbus, Ohio (or applicable) office of ACS. ACS employees work a hybrid work schedule, consisting of working onsite, three days per week. ACS employees are in the office on Tuesday and Wednesday with the third in-office day scheduled in consultation with the manager. While always welcome to work in the office, employees may work the other two days of the week from a location of their choice. New employees are immediately eligible for this hybrid work arrangement. ACS offers relocation assistance, if applicable.

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