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 and operational maintenance of the new client portal including UAT, internal training coordination, case tracking, and client adoption monitoring.
• Responsible for implementing NAMSA client portals and transitioning client to a single portal in support of the Global Operating model
• Monitors and reports operational KPIs of the team (including, but not limited to case management, response time, effectiveness of proposal follow up), identifying trends and recommending process or training improvements.
• Serves as a liaison between Commercial, IT, and Laboratory Operations to support system enhancements, process updates, client needs, and cross-functional communication.
• Identifies and escalates operational or client-related issues appropriately, providing guidance and support to team members.
• Other duties as assigned.

Qualifications & Technical Competencies:
• Bachelor's degree required
• Minimum 3 years management experience
• Minimum 5 years client facing/service experience preferred
• Software implementation experience preferred
• Ability and flexibility to manage OUS NAMSA Associates and clients, and adapt to different time zones.

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.
• 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 accommodations 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.
• Extensive use of a computer keyboard.
• Travel up to 20% of time
• If there is any discrepancy between the above and federal and local legal requirements, the legal requirements apply.

The compensation grade range for this position is:
$68,800.00 - $133,700.00

Annual

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.