Customer Success Manager

🕒 6 days ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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RealTime eClinical Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏥 Healthcare

🧬 Biotechnology

💰 Private Equity Round on 2022-01

Healthcare • Biotechnology

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

• Be the primary point of contact for our most strategic customers. • Ensure customers maximize the value of our eClinical software. • Drive customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights. • Build strong relationships with key stakeholders to understand their needs and deliver tailored solutions. • Conduct regular proactive meetings with customers to understand challenges and drive plans. • Develop and execute customized success plans that drive customer engagement and satisfaction. • Gain deep knowledge of RealTime’s eClinical software and provide expert guidance. • Collaborate with sales, products, and support teams to address client needs and escalate issues as necessary. • Track and report on metrics and KPIs, including usage and satisfaction.

🎯 Requirements

• Bachelor’s degree in a related field (e.g., Life Sciences, Business, Information Technology) or equivalent experience. • 5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry. • Strong understanding of clinical trial operations and regulations. • Proven track record of managing and growing strategic accounts. • Excellent written and verbal communication skills – comfortable communicating with stakeholders of varied backgrounds and levels of seniority. • Adept at turning qualitative and quantitative data into compelling stories. • Experienced in analyzing data and presenting compelling presentations in Quarterly Business Reviews. • Ability to understand complex software and technical concepts. • Proficiency with Salesforce and a desire to learn new technologies. • A detail-driven project manager with strong planning and implementation skills. • Ability to travel is needed to meet with key accounts (up to 15%).

🏖️ Benefits

• Health insurance • Long-term disability • Life policy • 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.