Senior Manager, Customer Support - CLS Scientific

Clinisys • Morrisville, NC

1d • Hybrid

About The Position

As the Senior Manager, Support for CLS Scientific, you will lead a US-based team responsible for delivering exceptional customer support and driving operational excellence. You will develop team capability, improve performance, reduce escalations, and ensure a consistently high-quality customer experience. This hands-on leadership role calls for someone who thrives in a fast-paced environment, develops talent, and uses data to drive continuous improvement. The position participates in an on-call rotation in a 24/7 support environment. Less than 20% travel may be required to client sites.

Clinisys expects colleagues to work confidently with AI-enabled tools, apply digital and analytical thinking, and adapt as technologies evolve. Team members are expected to help advance an AI-first purpose and use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.

Work is performed in a typical office setting, with minimal exposure to health or safety hazards. The role involves prolonged periods sitting at a desk and working on a computer. Customer-site work may involve risks associated with healthcare organizations and may require compliance with site health and safety requirements.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 6+ years of experience in software, technical, or customer support environments.
• 3+ years of people leadership experience.
• Demonstrated success improving team performance and customer satisfaction.
• Experience managing customer escalations and driving operational improvements.
• Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.
• Proven ability to coach, develop, and motivate teams.
• Strong customer-facing and escalation management skills.
• Data-driven approach to problem solving and decision making.
• Ability to identify root causes and implement effective solutions.
• Strong organizational, written, and verbal communication skills.
• Ability to remain calm and effective in high-pressure situations.
• Continuous improvement mindset and strong business acumen.

Nice To Haves

• Experience supporting scientific software or other complex technical products.
• Experience leading teams through growth, transformation, or change.
• Familiarity with support operations, service level management, and customer success metrics.
• Experience influencing stakeholders across multiple functions.

Responsibilities

• Lead and develop the CLS Scientific Support team.
• Drive resolution of customer escalations and improve the overall customer experience.
• Use data and performance metrics to identify trends and drive operational improvements.
• Build a culture of accountability, continuous improvement, and customer focus.
• Partner with cross-functional teams to address recurring issues and improve customer outcomes.
• Manage hiring, performance, and career development activities.
• Participate in an on-call rotation in a 24/7 support environment.

What This Job Offers

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