Client Success Supporter

North American Science Associates, Inc.; Northwood (OH); On-site; USD 30,000 - 58,000; Full time

Job summary

NAMSA is seeking a detail-oriented coordinator to manage client experience through onboarding and portal submissions. You will collaborate with sales, lab ops, and study directors to ensure timely responses and high client satisfaction.

The role emphasizes data integrity in Salesforce, KPI delivery, and effective cross-department communication. A scientific background and Salesforce experience are highly preferred.

Qualifications

• Bachelor’s Degree in a scientific discipline highly preferred.
• Experience with Salesforce and Microsoft Office preferred.
• 2+ years of experience in client services or related field.
• Strong problem-solving and communication skills.

Responsibilities

• Manages client experience through transition to client portal, onboarding, submission, and queries.
• Oversees digital adoption and client experience of NAMSA portal.
• Resolves cases timely through collaboration and help desk management.
• Manages client relationships to ensure high level of service.
• Coordinates communication between clients and NAMSA departments (sales, laboratory ops, Study Directors, etc.).
• Delivers KPIs to drive NPS, revenue and efficiency.
• Serves as conduit for client experience and field questions related to proposals, submissions, complaints, feedback.
• Maintains data integrity in Salesforce and closes signed projects.
• Analyzes client feedback and advises management on solutions.

Skills

Client service mindset

Troubleshooting

Organizational skills

Time management

Communication skills

Education

Bachelor’s Degree in a scientific discipline

Tools

Salesforce

Microsoft Office

Job description

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 and the Mission to deliver best-in-class global MedTech development solutions through our people, expertise and technology by adhering to our core 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. Compensation Target: $28.00

Job Description

• Manages client experience through transition to client portal(s) including onboarding, submission, questions involving submission process, etc.
• Responsible for digital adoption and client experience of NAMSA portal.
• Resolves cases timely through active collaboration and management of help desk.
• Ensures that Clients receive the highest level of service by managing the Client relationship.
• Coordinates and facilitates communication between Clients and the various NAMSA departments (sales, laboratory ops, Study Directors, etc.), articulating Client requests and meeting commitments.
• Responsible for delivering KPIs to drive best-in-class NPS, revenue and efficiency.
• Serves as a conduit for client experience (defines and manages help desk) and field questions related to proposals, submissions, complaints, feedback, etc.
• Responsible for data integrity in the Salesforce database. Controls and makes sure that all signed projects are marked as close in SF.
• Analyze client feedback and advise management on solutions.

Qualifications & Technical Competencies

• Bachelor’s Degree in a scientific discipline highly preferred.
• Knowledge of, and passion for client service.
• 2+ years of experience.
• Must be technically adept and able to troubleshoot issues
• Solid, high-level organizational and time management skills.
• Experience with Microsoft products and Salesforce 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Requires maintaining physical condition necessary for walking, standing, or sitting for prolonged periods of time.
• Extensive use of computer keyboard and mouse.
• Travel requirement: less than 15%.

The compensation grade range for this position is: $21.88 - $42.55 - Hourly 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. NAMSA was founded on the principals of delivering quality customer service, conducting ourselves with integrity, respect for one another, open communication and collaboration. Whether you have a background in Laboratory Science, Clinical Research, Regulatory Affairs, Quality Assurance, Engineering, or Sales & Business, NAMSA offers exciting opportunities to align with your expertise.