Manager, CX Services - Scientific - Clinisys

Purpose

Do you have a passion for creating and mentoring a cohesive team to be the best they can be as they work with laboratories to use our Products effectively? As a Manager, you should have a passion for coaching and mentoring dynamic teams that will consult on and/or implement clinical software for clients primarily based in the US. You will work with staff to deliver high-quality services, be accountable for departmental financials and forecasts, develop and implement process improvements, and partner with our clients to achieve our mission.

Essential Functions –

• Responsible for the overall direction of assigned team members, including coordination, evaluation of employees, addressing complaints, and problem-resolution

• Coordinates with various management and front-line staff across departments, including Sales, Customer Support, Product Development, and Finance. Manage professional services consulting teams to meet company metrics/goals and objectives.

• Manage teams to implement software solutions for new and current customers 

• Responsible as the customer escalation and resolution point for active implementation projects

• Accountable for ensuring project teams adhere to project budgets, meet deliverables and timelines, and efficiently allocate project resources.

• Forecast project milestones to completion with a focus on revenue recognition

• Plan, assigned, and directed work assignments to align our resources to project requirements, complexity, and duration

• Interview, hire, mentor, and train employees in administrative requirements of the job.

• Implement and utilize consulting/services best practices & process improvement to increase consulting capability and drive increased profitability to support business goals.

• All other duties and responsibilities as assigned to support the organization and its objectives

Skills 

• Proficient in strategic business planning

• Able to provide timely guidance and feedback

• Excellent time management and organizational skills

• Ability to lead and manage projects

• Proven ability to work across all levels in internal and external organizations

• Knowledge of revenue and forecasting processes

• Strong written and verbal communication skills and effective executive presence

• Ability to effectively manage and mentor resources

• Strong MS Office skills

Required Experience & Education

• Bachelor’s of Science degree in related discipline Healthcare or Computer Science or equivalent experience

• Four years experience with complex software implementation and/or project management

• Five years of experience leading multi-member teams, managing customer relationships, and managing a P&L or comparable business unit

Preferred Experience & Education

• 5 years experience in the Clinical, Public Health, Toxicology, Molecular or Environmental or Lab IT environment

• Previous project management experience in healthcare/clinical software development

• Experience in professional services/consulting

Supervisory Responsibilities

• 3 – 10 direct reports

Benefits

• Our benefits are designed to help you move forward in your career and areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've covered you with our total rewards package. Your coverage will vary for part-timers as you may be eligible for some benefits depending on your circumstances.
• The starting pay range for a candidate selected for this position is generally within the $106,000 - $146,100 annual base salary range. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the exact starting pay may be above or below this range.

Physical Requirements

• Work is performed in a standard office setting with minimal exposure to health or safety hazards, such as prolonged periods of sitting at a desk and working on a computer.

• 20 - 40%Up to 25% travel may be required

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

• Exposure to hazardous materials or various weather conditions

• Travel to client sites that can pose a risk associated with a healthcare organization

• 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 the tasks and accountabilities 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 it is subject to change at any time.