Customer Success Manager

RealTime eClinical Solutions is a Global Leader in the SaaS technology space, focusing on the clinical research industry. As a Customer Success Manager, you will be responsible for maximizing customer value from eClinical software by driving satisfaction, retention, and growth 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
• 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
• PMP a plus
• Gainsight knowledge a plus