Professional Services Operations Lead

Job not on LinkedIn

🕒 2 days ago

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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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

• Own and operate the Professional Services intake process • Review and categorize incoming requests against service types, contract entitlements, and delivery capacity • Flag out-of-scope, under-defined, or misrouted items before they enter the delivery queue • Route accepted requests to the Build, Implementation, or Technical Delivery teams • Review deal documentation during Sales handoff and resolve scope, requirements, or operational gaps • Execute non-billable workflows, including product deactivations, cancellations, and re-engagement requests • Update system and contract records • Act as the Professional Services operational contact for Sales, Support, Finance, and Development • Trigger billing and license commencement when delivery teams confirm completion or go-live • Route entitlement mismatches and billing discrepancies for resolution • Build and improve intake, handoff, and billing processes with Professional Services Management • Maintain tracking tools, playbooks, and operational standards for pipeline visibility and accountability • Maintain compliance with company policies, HIPAA regulations, and data privacy standards • May view PHI as part of daily duties

🎯 Requirements

• 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 develop working knowledge of the RealTime, Devana Solutions, and Complion product lines, including implementation pathways and service tiers • Ability to identify and resolve process gaps independently across multiple systems and functions • Clear, direct communication skills and a high tolerance for ambiguity in a scaling organization • Experience in clinical research, life sciences, or regulated SaaS environments (21 CFR Part 11, GCP, HIPAA) preferred • Familiarity with CTMS, eReg, or similar clinical research platforms preferred • Experience building intake frameworks or Professional Services playbooks from scratch preferred • Hands-on experience with Salesforce, Jira, or similar CRM/PSA tools preferred • Bachelor’s degree or equivalent experience • Must complete and pass reference and background checks • Must indicate desired salary in the application • Must verify identity and eligibility to work in the United States

🏖️ Benefits

• Health insurance • Long-term disability insurance • 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 • 401(k) matching: 100% of the first 3% invested and 50% of the next 2% invested

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