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

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

Effectively recover and stabilize troubled client accounts or projects

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

Provide program visibility

• Organize communication
• Facilitate effective meetings
• Create supporting materials (e.g., slide decks)
• Capture action-oriented notes

Identify risks, de-escalate issues, and resolve challenges

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

• Troubleshoot system issues
• Enhance the client journey
• Contribute to operational excellence efforts

Support digital adoption and client navigation

Support digital adoption and client navigation of NAMSA portals.

Ensure Salesforce data accuracy

Ensure Salesforce data accuracy for assigned accounts and projects.

Provide insights, reporting, and feedback

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.