Clinical Applications Manager

The ideal candidate will be located in the Central Region in the US. 

Summary: The Clinical Applications Manager (CAM) is responsible for leading Stago’s Clinical Applications Specialists (CAS) and Regional Applications Specialists (RAS) to deliver a consistent, high-quality customer experience through the delivery of hemostasis support and expertise across the Stago portfolio. This leader owns the clinical and technical support strategy, talent development, escalation control, and cross-functional execution that enable laboratories to confidently deliver reliable, compliant results on their Stago systems.

This role blends people leadership, operational excellence, and customer partnership. The Clinical Applications Manager ensures teams are technically excellent, digitally fluent, and aligned with Stago best practices while working closely with Sales, Training, Field Service, Hotline, Marketing, Quality, and Digital Solutions to support growth and long-term customer success.

Customer Experience & Technical Support Leadership 

•  Manage the Clinical Applications and Regional Applications Specialist territory groups to provide exceptional technical support services to customers, as well as pre- and post-sale support to Sales.
• Ensure consistent, high-quality execution of customer-facing activities including method verifications (MVs), lot conversions (LCs), troubleshooting, workflow studies, side-by-side evaluations, demonstrations, lectures, customer meetings, and educational events.
• Personally engage with customers on-site when complex or high-risk situations arise, ensuring confidence, transparency, and timely resolution.
• Act as an escalation leader, ensuring difficult or recurring issues are resolved thoroughly and sustainably.

People Leadership, Development & Daily Operations  

• Lead, coach, mentor, and develop team members, fostering accountability, collaboration, and continuous improvement.
• Manage day-to-day team operations including prioritization, scheduling, territory coverage, project assignments, and special initiatives.
• Assign staff to instrument orders and lot conversions, monitoring progress and ensuring commitments are met.
• Ensure team members are fully trained and confident in Stago products and tools.
• Partner closely with the Training department to continuously improve internal and external training effectiveness and content.
• Support onboarding, competency assessments, and ongoing performance management for all team members.

Operational Excellence, Quality & Compliance  

• Ensure the Clinical Applications organization operates in full compliance with all company policies, procedures, and quality requirements.
• Oversee the review, maintenance, and improvement of departmental workflows, SOPs, documentation, and training materials to meet evolving business and customer needs.
• Ensure accurate and timely completion of all required documentation, reports, and records.

Cross-Functional Collaboration & Sales Partnership  

• Partner with Sales to plan and execute meetings with Integrated Health Networks (IHNs), serving as project manager for large-scale implementations, when required.
• Work cross-functionally to assign the appropriate staff resources for workflow studies, demonstrations, side-by-side evaluations, product meetings, and customer presentations.
• Provide strategic input to cross-functional leadership on account readiness, technical risk, and customer satisfaction.
• Collaborate with Marketing to share field insights and support future product launches.

Escalation Governance & Continuous Improvement  

• Establish and enforce clear escalation pathways, ensuring timely resolution and cross-functional accountability.
• Analyze trends in escalations, documentation quality, training gaps, and customer feedback to identify systemic improvement opportunities.
• Lead corrective and preventative action initiatives to reduce repeat issues and elevate team performance.

Responsibilities: 

• Track and report key performance indicators related to customer satisfaction, escalation trends, validation success, and team effectiveness. 
• Complete, maintain, and process all required reports and records in a timely manner.  
• Lead or contribute to special projects as assigned by senior leadership. 

Education and/or Experience:  

• Bachelor’s degree in Medical Laboratory Science or related field required;
• MT(ASCP) or equivalent strongly preferred.
• 7–10 years of experience in clinical hemostasis, IVD applications, or laboratory diagnostics. Prior experience managing or leading technical support, applications, or clinical field teams strongly preferred or 5 years of experience in a clinical applications role, preferably in coagulation.
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word).. Experience with CRM platforms (e.g., Microsoft Dynamics) for documentation and reporting.
• Current driver's license is mandatory. Passport may be required for international travel to our French HQ.
• Required to travel up to 75%, including overnight stays, air travel, and international travel.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.  

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or other characteristics protected by law.