Principal Serviceability Lead

Clinisys • Tucson, AZ

5d • $125,000 - $156,000

About The Position

Purpose: The CLS Principal Serviceability Lead will champion initiatives to maximize customer satisfaction, serviceability, and deployability for the Clinisys Laboratory Solution (CLS) product line by driving end-to-end solution delivery and partnering with cross-functional teams to align product readiness, implementation, and post-deployment support. This role ensures seamless deployment, proactive service improvements, and a superior customer experience across global markets. A documented service strategy for all major releases will be a key outcome owned by this new leader. Key Responsibilities: Customer Satisfaction Drive programs to improve Net Promoter Score (NPS) and customer engagement. Champion continuous improvement by leveraging customer feedback and performance metrics to enhance future releases. Act as the primary escalation point for service-related issues. Develop and maintain customer success metrics and dashboards. Serviceability Collaborate with Product, Services, and Support teams to enhance, build, and create CLS service tools and processes. Integrate serviceability and scalability into solution design to ensure long-term success. Implement best practices for new product, maintenance, and upgrades releases. Promote adoption of CLS CARE and other internal support platforms. Deployability Ensure deployment readiness for CLS releases. Partner with Engineering, DevOps, and CloudSecOps to streamline installation and upgrade procedures, ensuring compliance and global standards for deployment across diverse markets. Support scalability and modularization strategies for diverse customer needs. Key Performance Indicators (KPIs): Customer Satisfaction: Achieve and maintain NPS > 70 and reduce average resolution time by 20%. Serviceability: Implement at least 3 major service process improvements per year. Deployability: Ensure 95% on-time deployment for CLS releases globally. Reduce average total deployment time by 40%. (reduced service cost) Training & Adoption: Drive 90% adoption of CLS CARE tools or equivalent tool among service and support teams.

Requirements

• Bachelor's degree in Engineering, Computer Science, IT, or related field.
• Experience delivering complex technology-based solutions to market.
• Experience with Service Monitoring tools.
• Experience building Service strategies for software solutions.
• Experience representing Service on engineering projects.
• Ability to influence and partner with cross functional teammates.
• Expertise (10+ years) in software services, laboratory operations, or LIMS field-based deployment.
• Excellent communication and stakeholder management skills.
• Strong Program and Project Management skills, professional certification is preferred.
• Familiarity with AI tools and techniques (predictive analytics, NLP, automation)

Responsibilities

• Drive programs to improve Net Promoter Score (NPS) and customer engagement.
• Champion continuous improvement by leveraging customer feedback and performance metrics to enhance future releases.
• Act as the primary escalation point for service-related issues.
• Develop and maintain customer success metrics and dashboards.
• Collaborate with Product, Services, and Support teams to enhance, build, and create CLS service tools and processes.
• Integrate serviceability and scalability into solution design to ensure long-term success.
• Implement best practices for new product, maintenance, and upgrades releases.
• Promote adoption of CLS CARE and other internal support platforms.
• Ensure deployment readiness for CLS releases.
• Partner with Engineering, DevOps, and CloudSecOps to streamline installation and upgrade procedures, ensuring compliance and global standards for deployment across diverse markets.
• Support scalability and modularization strategies for diverse customer needs.

Benefits

• Our benefits for Full Time employees are designed to help you move forward in your career, and in areas of your life outside of work.
• From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal