Senior Manager, Global AI-Driven Client Support

Clinisys; Morrisville (NC); On-site; USD 120,000 - 150,000; Full time

Job summary

Clinisys is seeking a Senior Manager, Support to lead our Scientific teams and manage Client Support staff to deliver reliable, solution‑oriented service. You will drive performance, establish metrics, and partner with other departments to ensure high customer satisfaction in a global healthcare context.

You will serve on the North America senior leadership team, oversee on‑call rotation in a 24/7 environment, and guide strategic initiatives that improve client outcomes and operational

Qualifications

• 6–8 years of progressive experience in software product support, preferably in a global or enterprise environment.
• 3 years of leadership experience managing cross-functional or geographically distributed support teams.
• Bachelor's degree in Computer Science, Information Technology, Laboratory Science, or a related technical discipline.
• Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.
• MBA or equivalent advanced degree preferred.

Responsibilities

• Directs the definition and execution of product support functions with efficient, high-quality processes.
• Manages consistent metrics for the Client Support organization including backlog and trends.
• Provides solutions to process issues and implements changes across staff through education and communication.
• Drives continuous service improvement via customer feedback and metrics.

Skills

Coaching & mentoring

Problem solving

Analytical thinking

Organizational skills

Verbal & written communication

Continuous improvement

Education

Bachelor's degree in CS/IT/Lab Science

MBA or advanced degree (preferred)

Job description

Clinisys is seeking a Senior Manager, Support to lead our Scientific teams and manage Client Support staff to deliver reliable, solution‑oriented service. You will drive performance, establish metrics, and partner with other departments to ensure high customer satisfaction in a global healthcare context.

You will serve on the North America senior leadership team, oversee on‑call rotation in a 24/7 environment, and guide strategic initiatives that improve client outcomes and operational