Senior Manager, Global Client Support & AI Enablement

Clinisys; Raleigh, Northern (NC, KY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Clinisys is seeking a Senior Manager, Support in Raleigh, NC to lead client support teams and drive performance improvements. You will manage staff, set service levels, and collaborate with cross-functional partners to ensure reliable, scalable support aligned with AI-enabled diagnostic platforms.

You will influence North America strategy, participate in executive leadership, and mentor staff while ensuring excellent client satisfaction and operational excellence.

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.
• Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.

Responsibilities

• Directs the definition and execution of product support functions including leading managers in the support function ensuring efficient, high-quality processes, adequate response times and quality for service and product issue resolution.
• Manages consistent metrics for the Client Support organization including customer support backlog and trends in customer concerns to find root causes.
• Provides solutions to process issues and implements changes across all staff through education and communication.
• Drives continuous service improvement efforts measured by customer feedback and metrics; includes management of customer concerns and service request management, including trend analysis and reporting.
• Plans and allocates resources to ensure team availability to resolve customer issues quickly and within service level standards.
• Develops strong business partnerships with other internal departments.

Skills

Coach teams

Problem solving

Analytical thinking

Organizational skills

Written & verbal communication

Continuous improvement

Education

Bachelor's degree in CS/IT/LS

MBA or equivalent (preferred)

Job description

Clinisys is seeking a Senior Manager, Support in Raleigh, NC to lead client support teams and drive performance improvements. You will manage staff, set service levels, and collaborate with cross-functional partners to ensure reliable, scalable support aligned with AI-enabled diagnostic platforms.

You will influence North America strategy, participate in executive leadership, and mentor staff while ensuring excellent client satisfaction and operational excellence.