Qureos Mentor

Realtime Clinical Trial Management Systems

<div>&ldquo;Be part of a company that is influential and the standard for a rapidly evolving industry!&rdquo;
WHO ARE WE?
RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.
Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX but are truly a remote and telecommuting company.
WHAT ARE WE LOOKING FOR?
As a key member of our leadership team, the Professional Services Manager will lead professional service projects and manage a team of Implementation Consultants. This role is essential for driving project success and ensuring exceptional client experiences.
 With approximately 60% of the role dedicated to managerial oversight and 40% to hands-on project work, the ideal candidate will work closely with the team to deliver high-quality service and build strong customer relationships. This position holds end-to-end accountability for delivering requested professional services to customers, including implementation services, system configurations, and a variety of service offerings tailored to our clinical research clientele. The Professional Services Manager will collaborate with cross-functional teams, engage directly with clients, and apply technical, industry, and project management expertise to achieve successful outcomes.
WHAT WILL YOU BE DOING?<ul><li>
Gain and share a mastery of the RealTime, Devana Solutions, and Complion product lines.</li><li>
Lead and manage a team of Implementation Consultants to deliver successful client projects on time and within budget.</li><li>
Engage customers to understand their evolving needs in conducting profitable clinical trials and coordinate RealTime, Complion, and Devana resources to ensure success.</li><li>
Act as a working manager by taking ownership of customer projects from initiation to the Go-Live phase.</li><li>
Work with team members to create individual development plans including career goals, job-specific knowledge, and professional skills.</li><li>
Develop, oversee, and report on key performance indicators for your business unit and its team members.</li><li>
Oversee and drive continuous improvement to customer professional service experiences.</li><li>
Identify needs and contribute to the development of customer-facing training material and its delivery to customers.</li><li>
Identify opportunities and develop strategies for upselling and cross-selling.</li><li>
Use product and customer knowledge to create and share user acceptance criteria with the Product Team throughout development.</li><li>
Establish and maintain strong relationships with clients, ensuring their satisfaction by actively listening to client needs, providing solutions, and addressing concerns promptly.</li><li>
Partner with internal and external stakeholders to understand and execute our customers&rsquo; needs and organizational structure.</li><li>
Create and maintain comprehensive project documentation, including project plans, status reports, and user guides, to ensure transparency and knowledge sharing.</li><li>
Define and execute the implementation strategy for 21 CFR Part 11 Validation.</li><li>
Identify potential risks and challenges in the implementation process and develop strategies to mitigate them. Proactively communicate any issues to stakeholders and propose solutions.</li><li>
Educate customers on additional products and features.</li><li>
Share best practices and contribute ideas on ways to resolve problems.</li><li>
Improve processes and procedures to serve the customer better and/or improve productivity.</li><li>
Maintain a high level of integrity and confidentiality when dealing with sensitive and confidential information.</li><li>
Maintain compliance with company policies and procedures regarding the HIPAA Privacy Rule. This role may view protected health information (PHI) as part of daily duties.</li></ul>
WHAT DO YOU NEED?<ul><li>
 Bachelor&rsquo;s degree in business, Information Technology, or a related field or equivalent experience.</li><li>
5+ years of experience in professional services, consulting, or project management roles, with at least 2 years in a supervisory capacity.</li><li>
3+ years of software implementation experience, particularly in technology implementations.</li><li>
Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.</li><li>
Proficiency in project management tools and software.</li><li>
Strong project management skills; highly organized and detail-oriented.</li><li>
Ability to prioritize and manage multiple projects simultaneously.</li><li>
Excellent critical thinking, organizational, and problem-solving skills.</li></ul>
 WHAT SETS YOU APART?<ul><li>
1+ years of experience within the clinical research industry or biotech fields.</li><li>
Experience using a clinical trial management system.</li><li>
Certification in project management (PMP) or similar credentials.</li></ul>
WHAT IS IN IT FOR YOU?<ul><li>
The company sponsors health insurance, long-term disability, and life insurance.</li><li>
Unlimited Paid Time Off.</li><li>
10 paid Holidays.</li><li>
Paid Parental Leave.</li><li>
Work Anniversary Bonus.</li><li>
Participation in the Employee of the Quarter Program.</li><li>
Monthly $100 Connectivity Stipend Reimbursement.</li><li>
RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.</li></ul>
All successful candidates must complete and pass reference and background checks.
The desired salary must be indicated for the application to be considered.
The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.
Equal Opportunity Employer &ndash; RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.
Your Right to Work &ndash; In compliance with federal law, all persons hired will be required to verify identity and eligibility.
Thank you for your interest in RealTime eClinical Solutions.</div>

Professional Services Manager

<div><div>&ldquo;Be part of a company that is influential and the standard for a rapidly evolving industry!&rdquo;</div> 
WHO ARE WE?
RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.
Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX, but are truly a remote and telecommuting company.
WHAT ARE WE LOOKING FOR?
The Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue&mdash;owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement.
WHAT WILL YOU BE DOING?
TICKET &amp; QUEUE MANAGEMENT<ul><li>
Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines.</li><li>
Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained.</li><li>
Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation.</li><li>
Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach.</li></ul>
CUSTOMER-FACING SUPPORT<ul><li>
Provide professional, solution-oriented support to customers navigating RealTime&rsquo;s clinical trial management platforms (SOMS and Complion).</li><li>
Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows.</li><li>
Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices.</li><li>
Proactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction.</li></ul>
QUALITY &amp; COMPLIANCE<ul><li>
Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities.</li><li>
Follow all established support procedures, escalation paths, and knowledge base protocols consistently.</li><li>
Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides.</li><li>
Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency.</li></ul>
COLLABORATION<ul><li>
Communicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues.</li><li>
Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops.</li><li>
Represent RealTime professionally and courteously in all customer and internal interactions.</li></ul>
 WHAT DO YOU NEED?<ul><li>
2+ years of customer service or technical support experience in a SaaS or software environment.</li><li>
Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems.</li><li>
Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language.</li><li>
Exceptional written and verbal communication skills with a professional, customer-first demeanor.</li><li>
Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics.</li><li>
Strong organizational skills&mdash;able to manage a multi-item queue, prioritize competing demands, and follow up reliably.</li><li>
High School Diploma or equivalent required.</li></ul>
WHAT SETS YOU APART?<ul><li>
Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms.</li><li>
Associate or bachelor&rsquo;s degree in a related field.</li></ul>
WHAT IS IN IT FOR YOU?<ul><li>
The company sponsors health insurance, long-term disability, and life insurance.</li><li>
Unlimited Paid Time Off.</li><li>
10 paid Holidays.</li><li>
Paid Parental Leave.</li><li>
Work Anniversary Bonus.</li><li>
Participation in the Employee of the Quarter Program.</li><li>
Monthly $100 Connectivity Stipend Reimbursement.</li><li>
RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.</li></ul>
All successful candidates must complete and pass reference and background checks.
The desired salary must be indicated for the application to be considered.
The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.
Equal Opportunity Employer &ndash; RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.
Your Right to Work &ndash; In compliance with federal law, all persons hired will be required to verify identity and eligibility.
Thank you for your interest in RealTime eClinical Solutions.</div>

Customer Support Specialist

Join Realtime Clinical Trial Management Systems and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Realtime Clinical Trial Management Systems

About Company

Professional Services Manager

Customer Support Specialist