Manager - Client Experience Support

Clinisys; Kolkata District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Clinisys is seeking a Client Experience Support Manager in Kolkata, India to lead the Client Support staff, drive process improvements, and ensure high customer satisfaction. The role emphasizes coaching, metrics, and root-cause analysis to implement systemic changes across teams.

The position requires 5-7 years in product support, a technology/medical- related degree, and readiness to work in a fast-paced, AI-enabled environment.

Qualifications

• BA/BS Degree in Technology, Medical field or related degree.
• 5-7 years of experience in a product support environment.

Responsibilities

• Manages performance of Client Support staff through mentoring, education, standard processes, client focus and metrics.
• Manage consistent metrics for the Client Support organization.
• Daily, weekly and monthly reporting on organizational performance and productivity.
• Measuring individual performance.
• Monitor backlog and customer concerns trends to identify root causes and implement process improvements.
• Drive continuous service improvement based on quality metrics and customer feedback.
• Resource planning and allocation to ensure team availability to resolve issues.
• Develop strong business partnerships with other internal departments.
• Recommend changes to products or services to fulfill customer needs and work with peers to implement those changes.
• Provide client information and respond to inquiries across the organization.
• Talent development of direct staff including hiring, training, appraisals, rewards and mentoring.
• On-call availability in a 24/7 environment.
• All other duties as assigned.

Skills

Coaching

Problem solving

Analytical thinking

Organization

AI literacy

Education

BA/BS Degree in Technology, Medical field or related degree

Job description

Purpose

As a Client Experience Support Manager, you will manage Client support staff members and the work they perform to support our clients. You will drive process and performance improvement to meet or exceed customer expectations. You will focus on the team to provide enthusiastic support, which includes analyzing root-cause issues and solutions rather than addressing transactional support issues and hold staff accountable to consistent process and improved performance.

Clinisys' AI Philosophy

Building an AI‑first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 42 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. We must drive an AI-first sense of purpose and urgency.

Essential Functions

• Manages performance of Client Support staff through mentoring, education, standard processes, client focus and metrics.
• Manage consistent metrics for the Client Support organization
  • Daily, weekly and monthly reporting on organizational performance and productivity
  • Measuring individual performance
  • Monitor backlog and customer concerns trends to find root causes and provide solutions to processes and education/communication to all staff to implement changes.
• Drive continuous service improvement based on quality metrics and customer feedback. This would include management of customer concerns and service request management, including trend analysis and reporting.
• Responsible for planning and allocating resources to ensure team availability to resolve customer issues in a timely fashion.
• Responsible for developing strong business partnerships with other internal departments.
• Expected to recommend changes to products or services to fulfill customer needs and work with peers to refine and implement those changes.
• Responsible for supporting the organization by providing reference‑able clients, providing client information and responding to inquiries from other areas of the organization.
• Accountable for talent development of direct staff to ensure adequate bench strength and succession planning including all employee related activities (i.e. hires, training, appraisals, rewards and recognition, and disciplinary action) including ongoing guidance, direction and mentoring
• Ability to be on‑call on a rotational basis in a 24/7 environment
• All other duties and responsibilities as assigned

Skills

• Demonstrated ability to coach, develop and mentor.
• Positive problem‑solving mentality, seeking solutions and process improvements to enhance performance
• Ability to perform detailed analysis, out of the box thinking to identify solutions.
• Demonstrate high level of organizational and communication skills required for all aspects of daily duties
• Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.

Required Experience & Education

• BA/BS Degree in Technology, Medical field or related degree
• 5-7 years’ experience in a product support environment