Client Service Manager

CLUE Center Manager

This position is being posted as a partnership between Sago and Sago Health, a Health Insights/Med Learning Group Company. The selected employee will be employed by Sago under the direction of Sago Health for the remainder of 2025 and fully moving to a Med Learning Group employee on January 1, 2026. Documentation of each employment will be provided to our selected candidate at hiring time. The CLUE Center Manager oversees the technical, operational, and relationship-driven functions of the CLUE Center, ensuring seamless execution of research activities for Eli Lilly stakeholders and internal Sago teams. This role requires a proactive, highly organized individual who excels at building strong partnerships with Eli Lilly project owners, suppliers, Sago departments, and on-site vendors while maintaining a high-performing research environment. This role requires the individual to be in-office full-time.

Key Job Responsibilities

Sago Health Technical & Coordination Duties:

• Work with the Sago QualBoard Team to ensure all Eli Lilly projects are launched on time and quality checked.
• Monitor project chats to identify and mitigate issues affecting CLUE/Eli Lilly projects.
• Serve as the first point of contact for Sago-related technical issues occurring during live projects at the CLUE Center.
• Partner with Eli Lilly IT to ensure all Sago products remain fully compliant within Lilly systems.
• Serve as the first point of contact for all scheduling and coordination issues related to Sago work.
• Add CLUE room assignments to the Sago scheduling spreadsheet.
• Provide technical and logistical support to the Sago Booking Team as needed.
• Attending meetings related to Sago/Eli Lilly project execution and collaboration.

CLUE Center Operations:

• Serve as the first point of contact for any operational issues within the CLUE Center, routing requests appropriately when outside the scope of Sago responsibility.
• Co-manage the Eli Lilly PCs in CLUE viewing rooms and ensure systems are properly configured for viewing Sago projects.
• Process all CLUE Center reservations and assign rooms based on weekly attendance data.
• Attend monthly CLUE meetings as key operational representatives.
• Coordinate Aramark food orders for CLUE sessions.
• Coordinate with SBM for all housekeeping or facilities related matters in the CLUE Center.
• Manage the CLUE Outlook Calendar and associated waiting list.
• Manage invitations for all CLUE-based projects.
• Interface with the Eli Lilly MyAccess system to ensure employees have appropriate badge access for CLUE usage.
• Maintain and manage the 24-hour security access list for CLUE.
• Order and manage all office supplies for CLUE operations.
• Work with AVI/SPL Tech, Eli Lilly's AV and integration vendor, to ensure each room is fully operational and properly configured for upcoming sessions.
• Open and manage all Eli Lilly Facilities Tickets related to the CLUE Center facility.
• Create and display the weekly CLUE schedule on designated PCs.
• Create and display the monthly CLUE Recognition Monitor.
• Pull weekly CLUE project attendance figures to support room assignment decisions.
• Create and post the Moderator schedule and Moderator room signage.

Core Competencies

Relationship-driven and client-focused: Builds strong, trust-based relationships with Eli Lilly project owners, suppliers, internal teams, and on-site partners; anticipates stakeholder needs and delivers a seamless, service-oriented experience.

Operational excellence and ownership: Maintains high standards in day-to-day operations by managing scheduling, coordination, reporting, and facility processes with precision, consistency, and proactive follow-through.

Technical aptitude and systems thinking: Troubleshoots issues confidently across PCs, AV systems, QualBoard, and Eli Lilly environments; partners effectively with IT, Facilities, AVI/SPL, and other vendors to ensure projects run smoothly and systems remain compliant.

Problem-solving and resourcefulness: Identifies issues early, mitigates risks, and develops actionable solutions; navigates complex, multi-stakeholder environments with sound judgment and a calm, solutions-first approach.

Communication and clarity: Communicates clearly and professionally across technical, operational, and client-facing contexts; translates technical or process-heavy information into concise, actionable guidance.

Collaboration and partnership: Serves as a connective partner between Eli Lilly teams, Sago teams, and external vendors; fosters strong partnerships through responsiveness, reliability, and a collaborative working style.

Adaptability and composure: Thrives in a dynamic environment with shifting priorities, maintaining professionalism, attention to detail, and composure under pressure.

Service orientation and hospitality mindset: Creates a welcoming, polished, and dependable CLUE Center experience; ensures guests, moderators, stakeholders, and partners feel supported and well-prepared.

Qualifications

2–4 years of experience in technical support, research operations, facilities coordination, or a similar hybrid role.

Demonstrated experience working in relationship-driven environments, client-facing roles, or stakeholder support functions.

Experience supporting networked systems, research platforms, or enterprise software (QualBoard experience preferred).

Prior exposure to research operations, healthcare, or technology settings is a plus.

Experience navigating corporate IT processes and troubleshooting within secure technical environments.

Benefits

Location: On-Site

Job Type: Full-Time, Exempt

Compensation Details:

• Base salary: $85,000+ per year, based on experience
• Benefits: Health, dental, and vision insurance; 401(k) with employer match; Paid time off and holidays