Manager, Global Client Success

NAMSA pioneered the industry and was the first independent company in the world to focus solely on medical device materials for safety. NAMSA started testing medical devices before the U.S. Food and Drug Administration started regulating such products in 1976.

We are shaping the industry. NAMSA has been a key contributor to the development of the test methods that govern our industry. We have become the industry’s premier provider. We provide support for clients during every step of the product development lifecycle and beyond.

Come and work for an organization with the:
**Vision**to inspire innovative MedTech solutions that advance global healthcare, improve patient lives and accelerate Client success and the

**Mission**to deliver best-in-class global MedTech development solutions through our people, expertise and technology by adhering to our core

**Values**:

- Act with integrity in everything we do.
- Provide best-in-class customer experiences.
- Develop superior talent and deliver expertise.
- Respond with agility and provide timely results.
- Embrace collaboration, diverse perspectives and ideas.
- Coordinates and supervises the activities of the global Client Success Team including Associates located in EU, US, etc.
- Coordinates with IT to implement software solutions for enhanced client experience
- Create and supports a global Client Success team that manages client experience with NAMSA client Portals, including and not limited to, NAMSA 360, Connect, Flightlog, WOS, and future acquisitions.
- Responsible for deploying NAMSA Client Portals and transitioning client to a single portal.
- Ensuring group is a conduit for client experience (defines and manages help desk) and field questions related to proposals, submissions, complaints, feedback, etc.
- May support clients by following up on signed proposals and placing services with global Laboratory.
- Collaborate with IT to develop and publish client portal training materials for system deployment and ongoing releases.
- Acts as a liaison between commercial and laboratory operations
- Responsible for driving enhancements to client portal and experience
- Establish KPIs to drive best-in-class NPS score, revenue, and efficiency
- Embraces cross-functional work in a collaborative environment

Other duties as assigned

**Qualifications & Technical Competencies**:

- Bachelor’s degree required
- Minimum 7 years management experience
- Software implementation experience preferred

**Working Conditions**:

- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds (12 kgs). Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
- Ability and flexibility to manage OUS NAMSA Associates and clients, and adapt to different time zones.
- Travel approximately 10% of the time.

**Pay Range Minimum**:
**Pay Range Target**:
**Pay Frequency**:

- Please Note: Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills._

**Fair Chance Employment Statement**:
**At NAMSA, we are committed to providing equal employment opportunities to all qualified applicants, including those with arrest or conviction records. In accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, we will consider qualified applicants with a criminal history.**

**Please note that NAMSA conducts a review of criminal history after the interview process and offer acceptance. This review is conducted to ensure that there is no direct, adverse, or negative relationship between the criminal history and the material job duties of the specific position. The following is a list of material job duties for this position**:

- **May operate equipment**:

- **Records data timely and accurately**:

- **May analyze and interpret data**:

- **Conducts studies on medical devices that have an impact on human life**

**A criminal history that directly impacts the ability to perform these duties may result in the withdrawal of a conditional offer of employment. We believe in fair chance hiring and are committed to evaluating each applicant on a case-by-case basis.**: