Assistant Manager, Customer Service

Salary: Commensurate with experience

Location: Hybrid – (Malvern, PA - 3 days in-office/2 days work-from-home)

Annual discretionary bonus eligible

Comprehensive Benefits (Medical, Dental, Vision, 401k w/company match)

HMP is a leading healthcare event and education company, with a dominant position in several therapeutic areas including Oncology, Psychiatry & Behavioral Health, Cardiovascular, Wound Care and Public Safety. With a mission to improve patient care, we deliver information and education to healthcare professionals through 400 global, regional, and local events and reach over 4 million users monthly through digital networks and social channels.

Role Overview:

The Assistant Manager, Customer Service is an ideal position for a detail-oriented, highly motivated professional with strong written and verbal communication skills, as well as an interest in the neuroscience and psychiatry education industry. This position serves as the primary point of contact for customers, supporting event registration, membership services, continuing education certificate issuance, and product inquiries. In addition to customer-facing responsibilities, the role provides administrative support across multiple departments, including data entry, activity setup, and managing the knowledge base. The Assistant Manager, Customer Service plays a crucial role in delivering a high-quality customer experience and supporting the organization’s operations.

Responsibilities

• Respond to incoming phone calls and emails related to event registration, membership services, CE certificates, and product sales.
• Manage individual memberships and support renewal efforts to ensure an exceptional member experience.
• Manage group memberships by maintaining and updating account details for colleges, universities, and teaching hospitals.
• Accurately process registrations, memberships, and product sales within the CRM system.
• Follow up on outstanding customer payments and resolve billing inquiries.
• Provide administrative assistance to multiple departments as needed.
• Set up CE activities within the CRM platform.
• Support the Marketing team with email deployment using Campaigner.
• Assist the Meetings team with on-site registration support for live events.
• Support the Sales team with Map Your Show software administration.
• Travel up to four times per year, including attendance at NEI Spring and Fall meetings.

Qualifications

• Demonstrated commitment to customer service excellence, professionalism, and responsiveness.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills with attention to detail and ability to manage multiple priorities.
• Willingness and ability to learn internal systems, including Map Your Show, Campaigner, Cadmium, and knowledge base tools.
• Ability to work independently with minimal supervision and perform effectively under pressure.
• Professional demeanor with ability to interact effectively with colleagues and customers at all levels.
• Proficiency in Microsoft Office applications.
• Bachelor’s degree in neuroscience, life sciences, or a related field preferred; ability to quickly learn new software applications.
• Familiarity with ACCME standards or continuing education environments is a plus.

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