Supervisor, Global Client Success

📋 Description

• • Supervises day-to-day activities of the Global Client Success team managing client experiences with laboratory submissions and interactions with NAMSA client portals including NAMSA 360, Connect, Flightlog, WOS, and future acquisitions.
• • Coordinates and supervises workload distribution among CSS, Sr CSS, and CSM associates to ensure efficient case handling and service delivery.
• • Develops, delivers, and maintains comprehensive training programs for new hires and ongoing team skill development, including creating training documents, SOPs, job aids, and knowledge-base content.
• • Oversees the laboratory submission help desk function, ensuring timely triage and resolution of client inquiries related to portals, proposals, submissions, complaints, and feedback.
• • Provides escalation and advanced case support for complex client issues, guaranteeing timely resolution and clear, consistent communication with clients and internal teams.
• • Supports the deployment and operational maintenance of new client portals, including user acceptance testing (UAT), internal training coordination, case tracking, and client adoption monitoring.
• • Responsible for implementing NAMSA client portals and transitioning clients to a single unified portal in alignment with the Global Operating model.
• • Monitors and reports on operational KPIs of the team, including case management metrics, response time, and 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 to ensure compliance and service quality.
• • Adapts to and manages operations across multiple time zones to support OUS NAMSA associates and international clients.
• • Travel up to 20% of the time to support client engagements, training sessions, and operational initiatives.
• • Ensures adherence to company values including integrity, best-in-class customer experiences, talent development, agility, and collaboration in all team activities.
• • Conducts regular performance evaluations and provides feedback to team members to foster professional growth and accountability.
• • Maintains awareness of industry regulations and internal policies to ensure client support aligns with compliance requirements.