[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, professional services, product, and support teams.
• Proactively reach out to new client employees to understand their roles and responsibilities.

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.
• A detail-driven project manager with strong planning and implementation skills.
• Able to manage highly complex projects and changing 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.
• Support comprehensive training and resources to users, tailored to their specific needs and workflows.
• Develop and execute customized success plans that drive customer engagement and satisfaction.
• Monitor customer usage and proactively address any issues or areas for improvement.
• Gain deep knowledge of RealTime’s eClinical software.
• Collaborate with the support team to resolve technical issues.
• Communicate customer feedback and insights to the product team for continuous improvement.
• Track and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.
• Analyze data to identify trends, risks, and opportunities for account growth.
• Manage and track customer health, success plans, and account touchpoints 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.