Supervisor, Global Client Success

Role Overview

• 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 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.

Requirements

• 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 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.

Benefits

• Working Conditions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Travel up to 20% of time