Professional Services Operations Lead

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

📋 Description

• Manage and oversee the intake process for Professional Services.

• Assess and classify incoming requests based on service categories, contract entitlements, and delivery capabilities.

• Identify and flag any out-of-scope, under-defined, or misrouted items before they enter the delivery queue.

• Direct approved requests to the Build, Implementation, or Technical Delivery teams.

• Review deal documentation during the Sales transition and address any scope, requirements, or operational discrepancies.

• Execute non-billable processes, including product deactivations, cancellations, and re-engagement requests.

• Update system and contract records accordingly.

• Serve as the operational contact for Professional Services for Sales, Support, Finance, and Development teams.

• Initiate billing and license commencement once delivery teams confirm project completion or go-live status.

• Address entitlement mismatches and billing discrepancies for resolution.

• Collaborate with Professional Services Management to enhance intake, handoff, and billing processes.

• Maintain tracking tools, playbooks, and operational standards to ensure visibility and accountability within the pipeline.

• Ensure compliance with company policies, HIPAA regulations, and data privacy standards.

• May access PHI as part of daily responsibilities.

⛳️ Requirements

• Minimum of 3 years of experience in SaaS Professional Services, implementation operations, or a similar operational role.

• Proven experience in managing intake, triage, or workflow governance in a service or delivery context.

• Familiarity with project-based billing, contract entitlements, and opportunity-to-delivery workflows.

• Capability to develop a working understanding of the RealTime, Devana Solutions, and Complion product lines, including their implementation pathways and service tiers.

• Ability to independently identify and rectify process gaps across various systems and functions.

• Strong communication skills and a high tolerance for ambiguity in a rapidly scaling organization.

• Prior experience in clinical research, life sciences, or regulated SaaS environments (21 CFR Part 11, GCP, HIPAA) is preferred.

• Knowledge of CTMS, eReg, or similar clinical research platforms is preferred.

• Experience in developing intake frameworks or Professional Services playbooks from the ground up is preferred.

• Hands-on experience with Salesforce, Jira, or other CRM/PSA tools is preferred.

• Bachelor’s degree or equivalent professional experience is required.

• Must successfully complete reference and background checks.

• Must indicate desired salary within the application.

• Must verify identity and work eligibility in the United States.

🏝️ Benefits

• Health insurance.

• Long-term disability insurance.

• 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.

• 401(k) matching: 100% of the first 3% invested and 50% of the next 2% invested.