Client Success Supporter (Finance)

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.

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%.

Pay Range Minimum:
$21.25

Pay Range Target:
$25.00

Pay Frequency:
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.

Fair Chance Employment Statement:
At NAMSA, we are committed to providing equal employment opportunities to all qualified applicants, including those with arrest or conviction records. In accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, we will consider qualified applicants with a criminal history.

Please note that NAMSA conducts a review of criminal history after the interview process and offer acceptance. This review is conducted to ensure that there is no direct, adverse, or negative relationship between the criminal history and the material job duties of the specific position. The following is a list of material job duties for this position:

• May operate equipment
• Records data timely and accurately
• May analyze and interpret data
• Conducts studies on medical devices that have an impact on human life

A criminal history that directly impacts the ability to perform these duties may result in the withdrawal of a conditional offer of employment. We believe in fair chance hiring and are committed to evaluating each applicant on a case-by-case basis.