[Hiring] Customer Success Manager @REALTIME SOFTWARE SOLUTIONS LLC

Role Description

As a Customer Success Manager (CSM) at RealTime, you will be the primary point of contact for our most strategic customers, ensuring they maximize the value of our eClinical software. You will be responsible for driving customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights.

• Build strong relationships with key stakeholders to understand their needs.
• Deliver tailored solutions that align with clinical trial objectives.
• Collaborate with business development, solutions services, product, and support teams.
• Proactively seek introductions to new client employees and understand their roles.

Qualifications

• 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.
• 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.
• Detail-driven project manager with strong planning and implementation skills.
• Able to manage highly complex projects and change priorities for multiple customers.
• Experience working for a high-growth SaaS business is preferred.
• Strong problem-solving skills and attention to detail.
• Gainsight knowledge a plus.
• Ability to travel is needed to meet with key accounts (up to 15%).

Requirements

• Develop and maintain strong relationships with key stakeholders within assigned accounts.
• Conduct regular proactive meetings with customers to understand challenges.
• Serve as the primary point of contact for all customer-related inquiries and escalations.
• Ensure exceptional and on-time end-to-end program delivery.
• Provide comprehensive training and resources to users.
• Understand the clinical trial objectives and business goals of each key account.
• Develop and execute customized success plans.
• Monitor customer usage and proactively address any issues.
• Gain deep knowledge of RealTime’s eClinical software.
• Collaborate with the support team to resolve technical issues.
• Work closely with sales, products, and support teams to address client needs.
• Track work hours to achieve a target percentage of billable hours each week.
• Track and report on metrics and KPIs.
• Analyze data to identify trends, risks, and opportunities for account growth.
• Prepare and present reports to internal stakeholders and customers as needed.
• Manage and track customer health via CRM and Customer Success tools.

Benefits

• The company sponsors health insurance, long-term disability, and 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.