Associate Customer Success Manager

“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?

The Associate Customer Success Manager supports the Customer Success team in delivering exceptional client experiences. Working under the guidance of the Director of Customer Success, this position serves as the primary point of contact for developing accounts, driving adoption of RealTime’s technologies through proactive communication, outreach, and account growth initiatives. The ideal candidate is an enthusiastic, customer-focused team player who is eager to learn, willing to take initiative, and excited to grow a career in customer success within the clinical research industry.

WHAT WILL YOU BE DOING?

Customer Engagement & Account Management

• Serve as the day-to-day point of contact for developing accounts within an assigned book of business
• Monitor customer system utilization and adoption through the CSM platform, serving as the escalation point for related client issues
• Educate and upsell customers on system features most relevant to their portfolio and use case
• Document customer interactions, issues, and resolutions accurately and promptly within the CSM platform

Communication & Collaboration

• Deliver professional, world-class experiences at every customer touchpoint
• Provide clear communication, problem-solving, and basic conflict-resolution support to customers
• Collaborate with peers across the organization to share customer feedback and identify recurring trends
• Participate in team meetings, contribute insights, and complete assigned action items

Product Knowledge & Continuous Learning

• Build and maintain product knowledge through ongoing training and self-directed learning
• Assist in preparing customer-facing materials, training documentation, and internal knowledge base articles
• Apply established policies, procedures, and industry best practices in all customer interactions

Performance & Compliance

• Track key performance indicators that align with the company’s customer solution strategy
• Uphold the HIPAA Privacy Rule; this role may view Protected Health Information (PHI) as part of daily duties
• Perform other duties as assigned by management

 WHAT DO YOU NEED?

• Bachelor’s degree (e.g., Life Sciences, Business, Information Technology)
• 1–2 years of professional experience in a B2B SaaS customer-facing role - Customer Success, Account Management, Implementation, or Technical Support, or equivalent operational experience at a clinical research site, sponsor, or CRO
• Demonstrated experience managing customer accounts or owning issue resolution through a ticketing or CRM platform 
• Working familiarity with clinical research, healthcare, or life sciences workflows, including comfort with terms such as protocol, IRB, site, sponsor, CRO, monitor, and source documentation
• Proven ability to communicate clearly and professionally with external stakeholders, both verbally and in writing
• Strong organizational skills with the ability to manage competing priorities and deadlines independently
• Proficiency with web-based business applications and the ability to learn new software platforms quickly
• Comfort with ambiguity and adaptability in a fast-paced, evolving environment

WHAT SETS YOU APART?

• Familiarity with Clinical Trial Management Systems (CTMS) or other clinical research SaaS platforms

WHAT IS IN IT FOR YOU?

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