Customer Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Serve as the main point of contact for our most important customers.

• Help customers maximize the benefits of our eClinical software.

• Enhance customer satisfaction, retention, and growth by offering expert advice, proactive support, and strategic insights.

• Forge strong relationships with key stakeholders to comprehend their needs and provide customized solutions.

• Conduct regular proactive meetings with customers to identify challenges and implement action plans.

• Create and implement tailored success plans that foster customer engagement and satisfaction.

• Acquire in-depth knowledge of RealTime’s eClinical software and offer expert guidance.

• Collaborate with sales, product, and support teams to meet client needs and escalate issues when necessary.

• Monitor and report on metrics and KPIs, including usage and satisfaction.

⛳️ Requirements

• Bachelor’s degree in a relevant field (e.g., Life Sciences, Business, Information Technology) or equivalent experience.

• Over 5 years of experience in customer success, account management, or a similar role in the clinical trials or healthcare software sector.

• Strong knowledge of clinical trial operations and regulations.

• Demonstrated success in managing and expanding strategic accounts.

• Exceptional written and verbal communication skills – comfortable engaging with stakeholders from diverse backgrounds and seniority levels.

• Skilled at translating qualitative and quantitative data into engaging narratives.

• Experienced in analyzing data and delivering impactful presentations in Quarterly Business Reviews.

• Ability to grasp complex software and technical concepts.

• Proficient with Salesforce and eager to learn new technologies.

• Detail-oriented project manager with robust planning and execution skills.

• Willingness to travel to meet with key accounts (up to 15%).

🏝️ Benefits

• Health insurance

• Long-term disability

• 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.