McCreadie Group, a Cordance company, is based in Ann Arbor, Michigan and provides innovative web-based software for research pharmacy and residency programs. McCreadie Group was founded in 2004 to provide software solutions for pharmacy applications in healthcare, research, and educational settings. With two flagship solutions, Vestigo and PharmAcademic, McCreadie Group’s goal is to drive improvements in quality, efficiency, safety, and compliance in the pharmacy profession by delivering innovative software and consultative support. McCreadie is dedicated to improving interoperability and monitoring capabilities in the clinical trial space.
McCreadie Group is seeking a proactive, relationship-driven customer support specialist to support a mission-driven company developing innovative software solutions for research pharmacies and investigational drug services. In this role, you will be the first point of contact for customers, providing exceptional support across multiple channels while ensuring a seamless and positive client experience. You’ll play a critical role in driving customer success by resolving inquiries, leading training sessions, and collaborating with internal teams to enhance both product development and customer satisfaction. We’re looking for a detail-oriented, customer-focused professional who thrives in a collaborative environment and is eager to make an impact. This is a unique opportunity to join a values-led organization where your contributions will directly support clinical research and improve patient outcomes.

WHAT YOU’LL DO:

• Provide technical support for clients using company tools (Kayako, Help Center, CRM, phone, email).
• Lead the Vestigo virtual classroom and deliver engaging training sessions.
• Maintain subject matter expertise in Research Pharmacy through continuous learning and professional involvement.
• Ensure timely, professional, and courteous responses to client inquiries to drive high satisfaction.
• Collaborate with internal teams to advise clients on best practices and software feature usage.
• Contribute to external communications, including website, newsletters, training, sales, and marketing materials.
• Assist with testing new product releases and features alongside Customer Success and Development teams.
• Work with the team to track and resolve open issues based on client and product feedback.