RealTime eClinical Solutions

Consultant

• Gain and share a mastery of the RealTime, Devana Solutions, and Complion product line
• Take ownership of new customer implementation projects from initiation to completion, ensuring all tasks are executed efficiently, timelines are met, and project goals are achieved
• Manage the customer experience from sales handoff through go-live for assigned implementations and configuration change projects
• Collaborate with clients to understand their specific requirements and objectives, translating them into actionable project plans
• Establish and maintain strong relationships with clients, serving as the main point of contact throughout the implementation process
• Actively listen to client needs, provide solutions, and address 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
• Take on additional responsibilities as necessary during onboarding and secondary client implementations to help provide an appropriate customer experience
• Facilitate system architecture changes to the client’s system by working closely with the development team
• 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

Professional Services Consultant

Customer Support

• Serve as the dedicated support point of contact for an assigned portfolio of RealTime’s top strategic accounts ensuring these customers receive a consistently elevated, white-glove support experience.
• Develop deep familiarity with each assigned account’s configuration, workflows, usage patterns, open issues, and relationship history; maintain account-level documentation that enables continuity and proactive service.
• Proactively monitor account health indicators and open case activity for assigned accounts; identify patterns, risks, and engagement opportunities before they surface as escalations.
• Conduct regular outreach and relationship touchpoints with key stakeholders at assigned accounts to validate satisfaction, surface concerns early, and reinforce RealTime’s commitment to their success.
• Own the end-to-end lifecycle oversight of escalated cases from key accounts from intake through resolution and customer confirmation ensuring no escalation is left without clear ownership, next steps, and communication.
• Investigate complex, multi-system, or cross-functional issues; drive resolution by coordinating with L2 Specialists, Product Health, Engineering, and Customer Success as needed.
• Serve as the internal escalation resource for Support Leads and L2 Specialists on cases involving named accounts, high risk, or executive visibility, providing guidance, joining calls, or directly taking over cases as the situation warrants.
• Lead customer-facing escalation calls and executive communications with composure, transparency, and solution orientation; manage expectations clearly throughout the resolution process.
• Monitor account health indicators and open case activity across the assigned portfolio to identify patterns, risks, and engagement opportunities before they surface as escalations.
• Partner with Customer Success and Professional Services to ensure coordinated care for escalated accounts and informed handoffs between teams.
• Synthesize recurring themes, systemic issues, and product gaps observed across the key account portfolio.
• Communicate findings and actionable recommendations to the Director of Customer Support and the Product Health team on a regular cadence.
• Document escalation outcomes, root causes, and lessons learned in a format that strengthens the team's handling of future issues.
• Maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI).
• Uphold the highest standards of written and verbal professionalism in all customer and internal communications, consistent with the elevated expectations of this role.
• Model RealTime’s customer commitment principles and serve as a standard-bearer for quality, responsiveness, and accountability within the support organization.

Principal Support Specialist

Customer Success Manager

• Develop and maintain strong relationships with key stakeholders within assigned accounts.
• Conduct regular proactive meetings with customers to understand challenges, keep abreast of team and organizational changes, and drive plans and actions that improve adoption and customer value
• Develop close, highly credible working relationships with stakeholders and decision-makers, achieving status as a trusted advisor based on your product expertise and a demonstrated ability to understand and address customer needs and clinical research business operations
• 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.
• Understand the clinical trial objectives and business goals of each key account.
• 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.
• Provide expert guidance and best practices to help customers optimize their use of the software.
• Collaborate with the support team to resolve technical issues and ensure timely responses.
• Work closely with sales, products, and support teams to address client needs, escalate issues or product feedback, or otherwise advocate for the customer.
• Communicate customer feedback and insights to the product team for continuous improvement.
• Identify opportunities for upselling and expansion within key accounts.
• 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.
• Prepare and present reports to internal stakeholders and customers as needed.
• Manage and Track Customer Health, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools.

• 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
• 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
• 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
• 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

Associate Customer Success Manager

Manager

• 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 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.

Professional Services Consultant

Principal Support Specialist

Customer Success Manager

Associate Customer Success Manager

Professional Services Manager