“Be part of a company that is influential and the standard for a rapidly evolving industry!”
WHO ARE WE?
RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.
Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX but are truly a remote and telecommuting company.
WHAT ARE WE LOOKING FOR?
As a key member of our leadership team, the Professional Services Manager will lead professional service projects and manage a team of Implementation Consultants. This role is essential for driving project success and ensuring exceptional client experiences.
With approximately 60% of the role dedicated to managerial oversight and 40% to hands-on project work, the ideal candidate will work closely with the team to deliver high-quality service and build strong customer relationships. This position holds end-to-end accountability for delivering requested professional services to customers, including implementation services, system configurations, and a variety of service offerings tailored to our clinical research clientele. The Professional Services Manager will collaborate with cross-functional teams, engage directly with clients, and apply technical, industry, and project management expertise to achieve successful outcomes.
WHAT WILL YOU BE DOING?
- Gain and share a mastery of the RealTime, Devana Solutions, and Complion product lines.
- Lead and manage a team of Implementation Consultants to deliver successful client projects on time and within budget.
- Engage customers to understand their evolving needs in conducting profitable clinical trials and coordinate RealTime, Complion, and Devana resources to ensure success.
- Act as a working manager by taking ownership of customer projects from initiation to the Go-Live phase.
- Work with team members to create individual development plans including career goals, job-specific knowledge, and professional skills.
- Develop, oversee, and report on key performance indicators for your business unit and its team members.
- Oversee and drive continuous improvement to customer professional service experiences.
- Identify needs and contribute to the development of customer-facing training material and its delivery to customers.
- Identify opportunities and develop strategies for upselling and cross-selling.
- Use product and customer knowledge to create and share user acceptance criteria with the Product Team throughout development.
- Establish and maintain strong relationships with clients, ensuring their satisfaction by actively listening to client needs, providing solutions, and addressing concerns promptly.
- Partner with internal and external stakeholders to understand and execute upon our customers’ needs and organizational structure.
- Create and maintain comprehensive project documentation, including project plans, status reports, and user guides, to ensure transparency and knowledge sharing.
- Define and execute the implementation strategy for 21 CFR Part 11 Validation.
- Identify potential risks and challenges in the implementation process and develop strategies to mitigate them. Proactively communicate any issues to stakeholders and propose solutions.
- Educate customers on additional products and features.
- Share best practices and contribute ideas on ways to resolve problems.
- Improve processes and procedures to serve the customer better and/or improve productivity.
- Maintain a high level of integrity and confidentiality when dealing with sensitive and confidential information.
- Maintain compliance with company policies and procedures regarding the HIPAA Privacy Rule. This role may view protected health information (PHI) as part of daily duties.
WHAT DO YOU NEED?
- Bachelor’s degree in business, Information Technology, or a related field or equivalent experience.
- 5+ years of experience in professional services, consulting, or project management roles, with at least 2 years in a supervisory capacity.
- 3+ years of software implementation experience, particularly in technology implementations.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
- Proficiency in project management tools and software.
- Strong project management skills; highly organized and detail-oriented.
- Ability to prioritize and manage multiple projects simultaneously.
- Excellent critical thinking, organizational, and problem-solving skills.
WHAT SETS YOU APART?
- 1+ years of experience within the clinical research industry or biotech fields.
- Experience using a clinical trial management system.
- Certification in project management (PMP) or similar credentials.
WHAT IS IN IT FOR YOU?
- The company sponsors health insurance, long-term disability, and life policy.
- Unlimited Paid Time Off.
- 9 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.
All successful candidates must complete and pass reference and background checks.
The desired salary must be indicated for the application to be considered.
The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.
Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.
Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.
Thank you for your interest in RealTime eClinical Solutions.
