Professional Services Operations Lead

REALTIME SOFTWARE SOLUTIONS LLC• Remote, US,

12d•$75,000 - $85,000•Remote

About The Position

The Professional Services Operations Lead owns intake, triage, and workflow governance processes that determine how work enters and exits the Professional Services delivery pipeline. The role ensures requests reach the appropriate team and identifies poorly scoped, misrouted, or contractually misaligned work before it causes downstream issues. In partnership with the Professional Services Management team, the Lead governs Sales-to-Professional Services handoffs, initiates billing and license commencement when delivery is confirmed, and maintains pipeline visibility. The role also handles non-billable operational workflows, serves as an operational contact for Sales, Support, Finance, and Development, and helps build and improve intake, handoff, and billing processes. The position must maintain compliance with company policies and procedures, including HIPAA regulations and data privacy standards, and may involve viewing PHI during daily duties.

Requirements

At least 3 years of experience in SaaS Professional Services, implementation operations, or a related operational role.
Experience owning intake, triage, or workflow governance in a delivery or services context.
Working knowledge of project-based billing, contract entitlements, and opportunity-to-delivery workflows.
Ability to quickly develop working knowledge of the RealTime, Devana Solutions, and Complion product lines, including implementation pathways and service tiers.
Ability to independently identify and resolve process gaps across multiple systems and functions.
Clear, direct communication skills and a high tolerance for ambiguity in a scaling organization.

Nice To Haves

Experience in clinical research, life sciences, or regulated SaaS environments, including 21 CFR Part 11, GCP, or HIPAA.
Familiarity with CTMS, eReg, or similar clinical research platforms.
Experience building intake frameworks or Professional Services playbooks from scratch.
Hands-on experience with Salesforce, Jira, or similar CRM/PSA tools.
Bachelor’s degree or equivalent experience.

Responsibilities

Own and operate the Professional Services intake process by reviewing and categorizing incoming requests against service types, contract entitlements, and delivery capacity, and flagging out-of-scope, under-defined, or misrouted requests before they enter the delivery queue.
Route accepted requests to the appropriate team—Build, Implementation, or Technical Delivery—using intake criteria agreed with the Professional Services Management team.
Review deal documentation during Sales handoff and identify and resolve gaps in scope, requirements, or operational detail before accepting work into the Professional Services pipeline.
Execute non-billable operational workflows, including product deactivations, cancellations, and re-engagement requests, and ensure system and contract records are updated.
Act as the Professional Services operational contact for Sales, Support, Finance, and Development on intake, contract, and billing questions.
Trigger billing and license commencement when delivery teams confirm deliverable completion or go-live, and route entitlement mismatches or billing discrepancies for resolution.
Build and improve intake, handoff, and billing processes with the Professional Services Management team, maintaining tracking tools, playbooks, and operational standards that provide pipeline visibility and drive accountability.
Maintain compliance with company policies and procedures, including HIPAA regulations and data privacy standards.