Client Success Program Manager

Serve as primary liaison

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.

Program Visibility

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.

Risk Management

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.

Client Success Team Engagement

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.

Account Data Accuracy

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.
• Hightly 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.

Compensation

Compensation Target: $75,000.00
Compensation Grade Range: $68,800.00 - $133,700.00 Annual
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.

EEO Statement

NAMSA Is An Equal Employment Opportunity Company.

Background Check

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