Client Success Program Manager

NAMSA•Irvine, CA

About The Position

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: • 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 from scope through completion. • Effectively recover and stabilize troubled client accounts or projects through proactive communication, issue resolution, and alignment across teams. • Provide program visibility through organized communication, effective meetings, and concise updates. • Schedule and facilitate effective meetings by bringing the right cross-functional stakeholders together, preparing agendas, capturing action-oriented notes, and creating supporting materials (e.g., slide decks) as needed. • Identify risks early, de-escalate issues, and resolve challenges to keep programs on track. • 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 to troubleshoot system issues, continuously enhance the client journey, and contribute to operational excellence efforts. • Support digital adoption and client navigation of NAMSA portals. • Ensure Salesforce data accuracy for assigned accounts and projects. • Provide insights, reporting, and feedback to drive client satisfaction and operational improvements. • Contribute subject matter expertise and support training of Global Client Success team members as needed.

Requirements

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.

Nice To Haves

Experience in regulated industries preferred; medical device experience a plus.
Program/project management experience preferred
PMP and CAPM certification preferred.

Responsibilities

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 from scope through completion.
Effectively recover and stabilize troubled client accounts or projects through proactive communication, issue resolution, and alignment across teams.
Provide program visibility through organized communication, effective meetings, and concise updates.
Schedule and facilitate effective meetings by bringing the right cross-functional stakeholders together, preparing agendas, capturing action-oriented notes, and creating supporting materials (e.g., slide decks) as needed.
Identify risks early, de-escalate issues, and resolve challenges to keep programs on track.
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 to troubleshoot system issues, continuously enhance the client journey, and contribute to operational excellence efforts.
Support digital adoption and client navigation of NAMSA portals.
Ensure Salesforce data accuracy for assigned accounts and projects.
Provide insights, reporting, and feedback to drive client satisfaction and operational improvements.
Contribute subject matter expertise and support training of Global Client Success team members as needed.