Manager - Client Experience Support

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

o Daily, weekly and monthly reporting on organizational performance and productivity

o Measuring individual performance

o 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

· Demonstrated experience with building business partnerships, improving client experience and happiness, process development and productivity improvement.

· 1-3 years’ supervisory/leadership experience

Preferred Experience & Education

· Familiarity with software development, lifecycles and technical support processes preferred.

· Exposure to the Healthcare or IT industry preferred.

· Formal Presentation skills preferred.

Supervisory Responsibilities

· 8-12 direct reports

Physical Requirements

· Work is performed in a typical office setting with minimal exposure to health or safety hazards—prolonged periods of sitting at a desk and working on a computer.

· Less than 10% travel may be required to client sites that can pose risks associated with healthcare organizations.

· Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours

· May be required to follow customer location health and safety requirements.

Clinisys Commitment to Equal Opportunity

Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

General Guidance

This job description is meant to accurately depict tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing the scope of accountabilities and is subject to change at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.