Professional Services Manager

REALTIME SOFTWARE SOLUTIONS LLC

16h•Remote

About The Position

As a key member of the leadership team, the Professional Services Manager will lead professional service projects and manage a team of Implementation Consultants. This role is essential for driving project success and ensuring exceptional client experiences. With approximately 60% of the role dedicated to managerial oversight and 40% to hands-on project work, the ideal candidate will work closely with the team to deliver high-quality service and build strong customer relationships. This position holds end-to-end accountability for delivering requested professional services to customers, including implementation services, system configurations, and a variety of service offerings tailored to our clinical research clientele. The Professional Services Manager will collaborate with cross-functional teams, engage directly with clients, and apply technical, industry, and project management expertise to achieve successful outcomes.

Requirements

Bachelor’s degree in business, Information Technology, or a related field or equivalent experience.
5+ years of experience in professional services, consulting, or project management roles, with at least 2 years in a supervisory capacity.
3+ years of software implementation experience, particularly in technology implementations.
Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
Proficiency in project management tools and software.
Strong project management skills; highly organized and detail-oriented.
Ability to prioritize and manage multiple projects simultaneously.
Excellent critical thinking, organizational, and problem-solving skills.

Nice To Haves

1+ years of experience within the clinical research industry or biotech fields.
Experience using a clinical trial management system.
Certification in project management (PMP) or similar credentials.

Responsibilities

Gain and share a mastery of the RealTime, Devana Solutions, and Complion product lines.
Lead and manage a team of Implementation Consultants to deliver successful client projects on time and within budget.
Engage customers to understand their evolving needs in conducting profitable clinical trials and coordinate RealTime, Complion, and Devana resources to ensure success.
Act as a working manager by taking ownership of customer projects from initiation to the Go-Live phase.
Work with team members to create individual development plans including career goals, job-specific knowledge, and professional skills.
Develop, oversee, and report on key performance indicators for your business unit and its team members.
Oversee and drive continuous improvement to customer professional service experiences.
Identify needs and contribute to the development of customer-facing training material and its delivery to customers.
Identify opportunities and develop strategies for upselling and cross-selling.
Use product and customer knowledge to create and share user acceptance criteria with the Product Team throughout development.
Establish and maintain strong relationships with clients, ensuring their satisfaction by actively listening to client needs, providing solutions, and addressing concerns promptly.
Partner with internal and external stakeholders to understand and execute our customers’ needs and organizational structure.
Create and maintain comprehensive project documentation, including project plans, status reports, and user guides, to ensure transparency and knowledge sharing.
Define and execute the implementation strategy for 21 CFR Part 11 Validation.
Identify potential risks and challenges in the implementation process and develop strategies to mitigate them. Proactively communicate any issues to stakeholders and propose solutions.
Educate customers on additional products and features.
Share best practices and contribute ideas on ways to resolve problems.
Improve processes and procedures to serve the customer better and/or improve productivity.
Maintain a high level of integrity and confidentiality when dealing with sensitive and confidential information.
Maintain compliance with company policies and procedures regarding the HIPAA Privacy Rule. This role may view protected health information (PHI) as part of daily duties.