Supervisor, 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. Compensation Target: $75,000.00 Job Description: • Supervises day-to-day activities of the Global Client Success team, that manages client experience with laboratory submissions and interactions with NAMSA client portals, including and not limited to, NAMSA 360, Connect, Flightlog, WOS, and future acquisitions • Coordinates and supervises workload distribution for CSS, Sr CSS, and/or CSM associates. • Develops, delivers, and maintains training programs for new hires and ongoing skill development, including training documents, SOPs, job aids, and knowledge-base content. • Oversees the laboratory submission help desk function, ensuring timely triage and resolution of inquiries related to portals, proposals, submissions, complaints, and feedback • Provides escalation and advanced case support for complex client issues, ensuring timely resolution and clear communication • Supports deployment