Customer Success Manager

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. The Customer Success Manager (CSM) will be the primary point of contact for strategic customers, ensuring they maximize the value of the eClinical software while driving customer satisfaction and retention through expert guidance and proactive support.

Responsibilities:

• 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
• Ensure exceptional and on-time end-to-end program delivery, including leading client onboarding, implementing project plans, and facilitating meetings that deliver value with data and insights
• Provide 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 work hours to achieve a target percentage of billable hours each week, which demonstrates effective management of client accounts and an appropriate drawdown of recurring subscription hours
• 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, CSM time tracking, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools

Requirements:

• Bachelor's degree in a related field (e.g., Life Sciences, Business, Information Technology) or equivalent experience
• 5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry
• Strong understanding of clinical trial operations and regulations
• Proven track record of managing and growing strategic accounts
• Excellent written and verbal communication skills – comfortable communicating with stakeholders of varied backgrounds and levels of seniority, with the ability to adapt style accordingly
• Adept to turn qualitative and quantitative data into compelling stories
• Experienced in analyzing data and presenting compelling presentations in Quarterly Business Reviews
• Ability to understand complex software and technical concepts
• Proficiency with Salesforce and a desire to learn new technologies that support our client-partner relationships
• A detail-driven project manager with strong planning and implementation skills, such that nothing ever falls through the cracks. PMP a plus
• Able to manage highly complex projects and change priorities for multiple customers with precision and speed
• Strong problem-solving skills and attention to detail
• Ability to travel is needed to meet with key accounts (up to 15%)
• Experience working for a high-growth SaaS business is preferred
• Gainsight knowledge a plus