Full-Time
Manager - Customer Technical Services & Validation
ValGenesis
501-1,000 employees
Cloud-based validation lifecycle management platform
Compensation Overview
CA$100k - CA$110k/yr
Toronto, ON, Canada
Hybrid
Our hybrid schedule is 3 days per week, within a reasonable commuting distance to our Toronto office.
 IT & Security (1) |
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- Experience in customer technical support or service operations within a SaaS or enterprise software environment.
- Hands-on experience working with complex systems, workflows, or platforms used by customers.
- Bachelor’s degree in IT, Computer Science, Engineering, Life Sciences, or equivalent practical experience.
- Experience supervising or coordinating technical support teams.
- Ability to understand and explain industry-driven system behaviour, not just technical mechanics.
- Strong problem-solving skills and sound operational judgment.
- Experience with ticketing and case management systems.
- Strong communication skills, able to explain technical topics clearly to both team members and customers.
- Maintain a working, practical understanding of the ValGenesis platform, including core workflows, configurations, and common customer use cases.
- Understand why customers use the system, how it supports compliance, audit readiness, and operational efficiency in regulated environments.
- Actively assist the team with complex investigations, roadblocks, and showstoppers, especially when standard troubleshooting paths are insufficient.
- Validate that proposed resolutions, workarounds, or guidance are technically sound and appropriate for regulated use.
- Oversee day-to-day CTS operations, ensuring adherence to support procedures, SLAs, and escalation processes.
- Monitor ticket queues, workload distribution, shift coverage, and handovers to ensure uninterrupted customer support across time zones.
- Ensure tickets are properly triaged, categorised, documented, and progressed within the ticketing system.
- Act as the first operational escalation point for issues that require judgment, prioritisation, or coordination.
- Meet regularly with customers’ primary points of contact to proactively manage priorities, prevent escalations, and support strong working relationships.
- Develop and maintain awareness of Life Sciences industry standards such as GxP principles and data integrity expectations.
- Understand how regulatory expectations influence system usage, customer behaviour, and support decisions.
- Recognise when an issue may have compliance, audit, or data integrity implications, and escalate appropriately to Senior Leads or specialised roles.
- Supervise CTS team members, providing day-to-day guidance, coaching, and technical support.
- Coach team members on how to think about customer issues, not only how to follow procedures.
- Support onboarding and continuous training by sharing system knowledge, industry context, and investigation techniques.
- Review investigations and customer communications to ensure clarity, accuracy, and quality.
- Support resolution of routine and moderately complex technical issues using established workflows and hands-on investigation.
- Identify recurring issues, workflow gaps, or usability challenges and propose practical improvements.
- Ensure escalations are well-analysed and actionable, reducing unnecessary delays or rework at higher CTS levels.
- Proactively identify early risks such as SLA breaches, recurring customer frustration, or operational bottlenecks.
- Act as a bridge between frontline CTS staff and CTS leadership, ensuring clear communication and alignment.
- Collaborate with Senior Leads, Product, and Engineering by providing clear, system-informed context on customer issues.
- Support preparation of customer updates and internal reports with accurate technical and operational insight.
- Exposure to regulated Life Sciences environments, including GxP concepts and data integrity principles.
- 5+ years of experience in the Life Sciences industry, including roles in Computer System Validation, Cleaning Validation, Process Validation, or Commissioning & Qualification.
- Familiarity with how validated systems are used to support compliance and audits.
- Experience supporting customers in high-impact or time-sensitive scenarios.
- Deep familiarity with compliance frameworks such as GxP, 21 CFR Part 11, EU Annex 11, and the ability to interpret these in the context of SaaS platforms.
- Proven ability to interface with customer SMEs, quality assurance professionals, and IT teams in regulated environments.
- Exceptional communication skills - able to bridge the gap between technical issues and regulatory/business impact.
- Fluency in English is a must; proficiency in other languages is a plus.
- Experience guiding or influencing executive stakeholders through technical or compliance-sensitive decisions.
- Experience supporting or leading global customer engagements is a plus.
ValGenesis provides a cloud-based Validation Lifecycle Management System (VLMS) that digitizes the entire validation lifecycle from planning to archiving for life sciences, delivered as a SaaS and compliant with FDA 21 CFR Part 11 and EU Annex 11. The platform includes AI-enabled modules like iVal, iClean, and iRisk, and expanded after acquiring 4Tune Engineering to add risk management and continuous process verification, plus the 2025 Smart GxP AI-powered platform and VLMS Express for rapid deployment to smaller firms. It differentiates from competitors by offering a fully paperless, end-to-end validation lifecycle and a large installed base including 30 of the top 50 global life sciences companies. Its goal is to reduce validation costs and cycle times while preserving regulatory traceability and compliance across validated operations.
Company Size
501-1,000
Company Stage
Debt Financing
Total Funding
$40.4M
Headquarters
San Francisco, California
Founded
2005
Simplify's Take
What believers are saying
- VAL Smart Agents automate protocol authoring, gap assessment, and anomaly detection at scale.
- 30 of top 50 global life sciences firms use platform; $16M funding accelerates expansion.
- Smart GxP aligns with FDA CSA guidance, EU Annex 11, and EU AI Act requirements.
What critics are saying
- Validfor's real-time AI intelligence erodes market share among agile pharma organizations.
- Kneat, MasterControl, Veeva capture integrated QMS deals beyond ValGenesis's validation focus.
- EU AI Act enforcement may disqualify ungoverned models from high-risk life sciences use.
What makes ValGenesis unique
- AI-governed validation platform maintains human oversight and regulatory traceability throughout lifecycle.
- Unified ecosystem connects product development, validation, and manufacturing for closed-loop feedback.
- 80% faster document creation and 70% reduced audit prep time versus manual processes.
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Benefits
Hybrid Work Options
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↓ -1%2 year growth
↑ 0%ValGenesis has launched the next generation of VAL (ValGenesis AI), bringing governed artificial intelligence to the validation lifecycle for life sciences companies. The platform will debut at INTERPHEX on 21-23 April in New York City, with a limited pilot programme for qualified firms. VAL operates within governed workflows in digital validation systems, using companies' approved validation documents, enterprise data, policies and regulatory guidance as guardrails. The system supports protocol generation, gap assessment, execution review and anomaly identification whilst maintaining human oversight and regulatory traceability. ValGenesis claims the AI-enabled platform can achieve up to 80% reduction in validation time and cost compared with manual processes, and deliver at least 50% greater efficiency than conventional digital validation. The company is the market leader in digital validation lifecycle management.
Validfor vs ValGenesis: which platform delivers better validation data visibility? Last updated: April 11, 2026 6:39 am In modern pharmaceutical validation environments, data visibility is no longer a secondary feature. It has become a strategic requirement. As validation activities expand across systems, sites, and lifecycle stages, organizations must ensure that validation data is accessible, actionable, and aligned with compliance objectives. Validation platforms are increasingly evaluated based on how effectively they enable decision-making through data transparency. Leaders want real-time insight into validation status, risks, bottlenecks, and performance trends. Two platforms frequently compared in this context are Validfor and ValGenesis. ValGenesis is widely known for structured lifecycle reporting and enterprise governance dashboards, while Validfor represents a newer generation of AI-driven validation platforms focused on dynamic data intelligence. This guide explores how each platform supports validation data visibility in modern pharma organizations. The strategic importance of validation data visibility. Validation programs generate large volumes of operational and compliance data. Without effective visibility mechanisms, organizations may face: * Delayed decision-making * Increased compliance risk * Operational inefficiencies * Difficulty prioritizing validation activities * Limited executive oversight Modern validation platforms must transform validation data into actionable insights rather than static documentation. Validfor vs ValGenesis at a glance. | Category | Validfor | ValGenesis | | Data visibility model | Real-time AI-driven validation intelligence | Structured lifecycle reporting dashboards | | Decision support | Dynamic workflow insights | Governance-oriented reporting frameworks | | Data accessibility | Operational-level real-time visibility | Enterprise-level structured transparency | | Best fit | Agile validation environments | Governance-driven global organizations | 1. Static reporting vs dynamic intelligence. ValGenesis provides strong lifecycle reporting capabilities. Its dashboards support enterprise governance by consolidating validation data into structured views suitable for audit readiness and executive oversight. This model emphasizes consistency and control, ensuring that validation status can be tracked systematically across sites. Validfor focuses on dynamic intelligence. Instead of presenting validation data primarily as structured reports, it aims to deliver real-time operational insights that support faster decision cycles. This reflects a key philosophical difference: * ValGenesis | visibility through governance reporting * Validfor | visibility through workflow intelligence 2. Real-time insight and operational responsiveness. In fast-moving validation environments, real-time visibility can significantly impact performance. ValGenesis provides comprehensive lifecycle tracking, but insight generation often aligns with structured reporting cycles. Validfor emphasizes continuous data accessibility. AI-driven insights aim to help validation teams respond to risks and bottlenecks as they emerge. This capability becomes increasingly important as validation volumes and complexity grow. 3. Enterprise oversight vs execution-level transparency. Different stakeholders require different levels of validation data visibility. ValGenesis excels at enterprise oversight. Its reporting model supports governance teams and leadership functions seeking consolidated visibility. Validfor focuses more on execution-level transparency. By providing operational teams with actionable insights, it aims to improve day-to-day validation performance. Organizations must determine which level of visibility is more strategically valuable. 4. Data-driven validation strategy alignment. As validation becomes increasingly data-driven, platforms must support predictive and risk-based decision-making. ValGenesis supports this through structured lifecycle analytics and historical trend analysis. Validfor positions AI-assisted intelligence as a core capability. By enabling dynamic prioritization and performance optimization, it aims to move validation from reactive reporting to proactive management. This distinction reflects the broader industry shift toward intelligent validation ecosystems. 5. Future direction of validation data visibility. The future of validation visibility lies in combining governance transparency with operational intelligence. ValGenesis provides a strong foundation for structured lifecycle governance. Validfor aligns more closely with emerging trends toward real-time validation intelligence and AI-supported decision-making. Organizations must consider not only current reporting needs but also future data strategy requirements. Which platform delivers better validation data visibility? Choose ValGenesis if: * You prioritize structured enterprise reporting * You require consolidated lifecycle governance dashboards * You value standardized validation oversight Choose Validfor if: * You want real-time validation insights * You aim to enable faster operational decisions * You prioritize AI-driven validation intelligence Final verdict. ValGenesis remains one of the strongest platforms for organizations seeking comprehensive lifecycle reporting and governance-driven validation visibility. However, as validation expectations evolve toward agility, intelligence, and proactive decision-making, platforms focused on real-time data utilization are gaining strategic relevance. Validfor's AI-driven workflow insights and dynamic visibility model make it particularly compelling for organizations seeking to transform validation data into operational advantage. Ultimately, the choice depends on whether validation visibility is defined primarily by governance reporting or by actionable intelligence. In recent years, validation processes across the pharmaceutical industry have been undergoing a major transformation. Workflows that were traditionally managed through paper documentation, spreadsheets and manual review cycles are increasingly moving toward digital validation platforms. As a result, life sciences organizations often evaluate solutions such as Kneat, Validfor, ValGenesis, MasterControl and Veeva when modernizing validation lifecycle management and compliance documentation. Originally posted 2025-12-25 22:11:37. News & research. Meta Description: Learn how CSV and VLM software enable audit-ready, AI-driven compliance in regulated life sciences through continuous traceability, automation,... April 10, 2026 Quality Management Systems (QMS) are essential for organizations in regulated industries such as pharmaceuticals, biotechnology, and medical devices. Choosing the... April 10, 2026 Audit management is a vital process in regulated industries such as pharmaceuticals, biotechnology, and medical devices. Organizations must plan, execute,... April 10, 2026 Validfor is rapidly emerging as a next-generation digital validation platform, designed to address the evolving needs of modern pharmaceutical and... April 10, 2026
ValGenesis announces first ValConnect Innovation Day 2025 in Princeton, NJ.
Backed by Morgan Stanley Expansion Capital, ValGenesis is trusted by 30 of the top 50 global life sciences firms and continues to lead the market in digitizing validation lifecycle management.
ValGenesis® Inc., the global leader in digital validation lifecycle management and backed by investment funds managed by Morgan Stanley Expansion Capital, to...