Associate Customer Success Manager

REALTIME SOFTWARE SOLUTIONS LLC

12h•Remote

About The Position

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX but are truly a remote and telecommuting company. The Associate Customer Success Manager supports the Customer Success team in delivering exceptional client experiences. Working under the guidance of the Director of Customer Success, this position serves as the primary point of contact for developing accounts, driving adoption of RealTime’s technologies through proactive communication, outreach, and account growth initiatives. The ideal candidate is an enthusiastic, customer-focused team player who is eager to learn, willing to take initiative, and excited to grow a career in customer success within the clinical research industry.

Requirements

Bachelor’s degree (e.g., Life Sciences, Business, Information Technology)
1–2 years of professional experience in a B2B SaaS customer-facing role - Customer Success, Account Management, Implementation, or Technical Support, or equivalent operational experience at a clinical research site, sponsor, or CRO
Demonstrated experience managing customer accounts or owning issue resolution through a ticketing or CRM platform
Working familiarity with clinical research, healthcare, or life sciences workflows, including comfort with terms such as protocol, IRB, site, sponsor, CRO, monitor, and source documentation
Proven ability to communicate clearly and professionally with external stakeholders, both verbally and in writing
Strong organizational skills with the ability to manage competing priorities and deadlines independently
Proficiency with web-based business applications and the ability to learn new software platforms quickly
Comfort with ambiguity and adaptability in a fast-paced, evolving environment

Nice To Haves

Familiarity with Clinical Trial Management Systems (CTMS) or other clinical research SaaS platforms

Responsibilities

Serve as the day-to-day point of contact for developing accounts within an assigned book of business
Monitor customer system utilization and adoption through the CSM platform, serving as the escalation point for related client issues
Educate and upsell customers on system features most relevant to their portfolio and use case
Document customer interactions, issues, and resolutions accurately and promptly within the CSM platform
Deliver professional, world-class experiences at every customer touchpoint
Provide clear communication, problem-solving, and basic conflict-resolution support to customers
Collaborate with peers across the organization to share customer feedback and identify recurring trends
Participate in team meetings, contribute insights, and complete assigned action items
Build and maintain product knowledge through ongoing training and self-directed learning
Assist in preparing customer-facing materials, training documentation, and internal knowledge base articles
Apply established policies, procedures, and industry best practices in all customer interactions
Track key performance indicators that align with the company’s customer solution strategy
Uphold the HIPAA Privacy Rule; this role may view Protected Health Information (PHI) as part of daily duties
Perform other duties as assigned by management