📋 Description

• Oversees the daily operations of the Global Client Success team, which manages the client experience related to laboratory submissions and interactions with NAMSA client portals, including but not limited to NAMSA 360, Connect, Flightlog, WOS, and future acquisitions.

• Coordinates and manages the distribution of workloads among CSS, Sr CSS, and CSM associates.

• Designs, implements, and maintains training programs for new employees and ongoing skill enhancement, encompassing training documents, SOPs, job aids, and knowledge-base resources.

• Manages the laboratory submission help desk function, ensuring timely triage and resolution of inquiries concerning portals, proposals, submissions, complaints, and feedback.

• Offers escalation and advanced case support for intricate client issues, ensuring prompt resolution and effective communication.

• Aids in the deployment and operational upkeep of the new client portal, including UAT, coordination of internal training, case tracking, and monitoring client adoption.

• Responsible for the implementation of NAMSA client portals and the transition of clients to a unified portal in alignment with the Global Operating model.

• Tracks and reports on the operational KPIs of the team (including but not limited to case management, response time, and effectiveness of proposal follow-up), identifying trends and suggesting process or training enhancements.

• Acts as a liaison between Commercial, IT, and Laboratory Operations to facilitate system improvements, process updates, client requirements, and cross-functional communication.

• Recognizes and escalates operational or client-related issues appropriately, providing guidance and support to team members.

• Additional responsibilities as assigned.

⛳️ Requirements