Client Success Program Manager

Job Title

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

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.

Job Description:

• Serve as primary liaison for assigned accounts, ensuring clarity, alignment, and smooth delivery across multiple labs and teams.

• Lead complex or multisite client programs/projects from scope through completion.

• Effectively recover and stabilize troubled client accounts or projects through proactive communication, issue resolution, and alignment across teams.

• Provide program visibility through organized communication, effective meetings, and concise updates.

• Schedule and facilitate effective meetings by bringing the right cross-functional stakeholders together, preparing agendas, capturing action-oriented notes, and creating supporting materials (e.g., slide decks) as needed.

• Identify risks early, de-escalate issues, and resolve challenges to keep programs on track.

• Maintain strong client relationships while representing the client internally across sales, operations, Study Directors, and other stakeholders.

• Engage as an active member of the Global Client Success team to troubleshoot system issues, continuously enhance the client journey, and contribute to operational excellence efforts.

• Support digital adoption and client navigation of NAMSA portals.

• Ensure Salesforce data accuracy for assigned accounts and projects.

• Provide insights, reporting, and feedback to drive client satisfaction and operational improvements.

• Contribute subject matter expertise and support training of Global Client Success team members as needed.

Qualifications & Technical Competencies:

• Bachelor's degree required; scientific discipline preferred.

• 7+ years of experience in client-facing, operational, or program/project management roles in Med Tech, Med Device, Bio Tech and Pharma required.

• Strong communicator with demonstrated client empathy, professionalism, and service mindset.

• Highly organized, detail-oriented, and proactive with strong time-management skills.

• Proven ability to manage multiple priorities in a matrixed environment.

• Skilled problem-solver able to course-correct troubled projects or accounts.

• Experience in regulated industries preferred; medical device experience a plus.

• Proficiency with Salesforce, Microsoft Office (Teams, Outlook, Excel, PowerPoint), and client portals; technical aptitude and troubleshooting ability required.

• Experience with scheduling and leading meetings, including use of Teams and Outlook.

• Strong analytical skills with experience creating and maintaining data spreadsheets.

• Program/project management experience preferred

• PMP and CAPM certification 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 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).

• Frequent use of telephone and video conferencing tools. Extensive use of computer keyboard and mouse; prolonged periods of sitting.

• Noise level in the work environment is usually moderate.

• Occasional Travel required

• If there is any discrepancy between the above and federal and local legal requirements, the legal requirements apply.

• Pay Range Minimum: $66,800.00

• Pay Range Target: $75,000.00

• Pay Frequency: 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.

NAMSA is an equal employment opportunity company.

NAMSA participates in pre-employment background and drug screen processes aligned to local, state and federal laws.

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.