Associate Customer Success Manager

🕒 May 1

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RealTime eClinical Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

💰 Private Equity Round on 2022-01

RealTime eClinical Solutions is a leading enterprise-grade technology provider facilitating global clinical trials with a comprehensive eClinical platform. Purpose-built for clinical research sites, site networks, academic medical centers, sponsors, and CROs, the platform goes beyond traditional CTMS to empower research and business workflows for modern-day clinical trials.

📋 Description

• 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

🎯 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

🏖️ Benefits

• Health insurance • Long-term disability • Life insurance • Unlimited Paid Time Off • 10 paid Holidays • Paid Parental Leave • Work Anniversary Bonus • Participation in the Employee of the Quarter Program • Monthly $100 Connectivity Stipend Reimbursement • RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested