Supervisor, Global Client Success

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Supervisor, Global Client Success in United States. This role is an exciting opportunity for a customer-focused leader to oversee global client success operations within a fast-paced and highly collaborative environment. You will play a key role in enhancing the client experience by managing support processes, driving operational excellence, and leading a team responsible for laboratory submissions and portal interactions. The position combines people leadership, process improvement, and cross-functional collaboration to ensure seamless service delivery for clients around the world. You’ll work closely with commercial, IT, and operational teams to optimize workflows, support new platform deployments, and improve customer engagement. This is an ideal role for a proactive professional who thrives on solving complex challenges, mentoring teams, and delivering measurable business impact in the healthcare and MedTech space.
• Accountabilities: Supervise the daily operations of the Global Client Success team, ensuring high-quality support for client submissions, inquiries, and portal interactions. Coordinate workload distribution and team priorities across Client Success Specialists, Senior Specialists, and related team members. Develop and maintain onboarding materials, SOPs, training programs, job aids, and knowledge-base documentation to support continuous learning and operational consistency. Oversee help desk functions related to client portals, submissions, proposals, complaints, and case management, ensuring timely issue resolution and customer satisfaction. Provide escalation support for complex client concerns, maintaining clear communication and effective problem-solving throughout the resolution process. Support the implementation, deployment, and adoption of new client portal systems, including UAT coordination, internal training, and operational readiness activities. Monitor team KPIs such as response times, case resolution, and proposal follow-up effectiveness while identifying opportunities for process improvements. Partner with Commercial, IT, and Laboratory Operations teams to align on system enhancements, operational updates, and evolving client needs. Guide team members through operational challenges and promote a collaborative, customer-centric culture. Requirements: Bachelor’s degree required. Minimum of 3 years of management or team leadership experience. At least 5 years of client-facing or customer service experience preferred. Experience with software implementation, customer portals, or operational systems is strongly preferred. Strong leadership, organizational, and communication skills with the ability to manage multiple priorities effectively. Proven ability to resolve complex customer issues while maintaining professionalism and service excellence. Comfortable working in a global environment with flexibility across time zones and international teams. Strong analytical mindset with experience monitoring KPIs and driving operational improvements. Proficiency with client support tools, case management systems, and Microsoft Office applications. Ability to travel up to 20% as needed. Benefits: Fully remote work opportunity within the United States. Competitive compensation package aligned with experience and qualifications. Comprehensive healthcare and wellness benefits. Professional development, leadership training, and career growth opportunities. Collaborative and mission-driven work environment focused on innovation and global healthcare advancement. Exposure to cross-functional international projects and global client operations. Inclusive workplace culture that values integrity, teamwork, agility, and diverse perspectives. Opportunity to contribute to impactful healthcare and MedTech solutions that improve patient outcomes worldwide.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• 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.
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