PurposeAs the Senior Manager, Support leading our Scientific teams, 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 the team to provide reliable and solution-oriented support, holding staff accountable to consistent process and improved performance. This is a key leadership position in the Client Experience department that influences local and global strategy and requirements.
Essential Functions- 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. This would include 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.
- Recommends changes to products or services to fulfill customer needs and work with peers to refine and implement those changes.
- Accountable for talent development of direct staff to ensure adequate resources and succession planning, including new hire selections, training, appraisals, rewards and recognition, disciplinary action and ongoing guidance, direction, and mentoring.
- Provides project management oversight for key departmental initiatives.
- Supports the organization by referring clients, providing client information to other departments as appropriate and responding to inquiries from other areas of the organization.
- Serves as a key member of the senior leadership team in North America, representing the Support function in guiding the overarching strategy.
- Collaborates with other senior leaders to ensure that support operations contribute meaningfully to strategic goals and organizational growth in the region.
- 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 teams.
- Positive problem-solving mindset, seeking solutions and process improvements to enhance performance
- Ability to perform detailed analysis, utilize out of the box thinking to identify solutions
- Demonstrate high level of organizational and communication skills required for all aspects of daily duties
- Demonstrate advanced ability to communicate both in writing and verbally.
- Maintain a continuous improvement mindset and ability to think broadly about business decision implications.
Required Experience & Education- Bachelor's degree in Computer Science, Information Technology, Laboratory Science, or a related technical discipline.
- 6-8 years of progressive experience in software product support, preferably in a global or enterprise environment.
- Proven track record of building strategic business partnerships, enhancing client satisfaction, and driving process and performance improvements.
- 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.
Preferred Experience & Education- MBA, Master's in Technology, or equivalent advanced degree with a focus on operations, leadership, or global business strategy.
- Exposure to laboratory systems, with an understanding of regulatory and data privacy considerations.
- Formal presentation and stakeholder engagement skills, with experience influencing senior leadership and external partners.
- Strong familiarity with enterprise software support models, including escalation management, service level adherence, and customer satisfaction metrics.
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 20% 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.
BenefitsThe starting pay range for a candidate selected for this position is generally between $120,000 - $150,000 for an annual base salary. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience so that the actual starting pay may be above or below this range.
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.
Department Customer Support Locations USA Raleigh Remote status Hybrid Employment type Full-time
