RealTime Software Solutions · 2 days ago

Professional Services Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Gain and share a mastery of the RealTime, Devana Solutions and Complion product lines.

Lead and manage a team of Implementation Consultants to deliver successful client projects on time and within budget.

Engage customers to understand their evolving needs in conducting profitable clinical trials and coordinate RealTime, Complion and Devana resources to ensure success.

Act as a working manager by taking ownership of customer projects from initiation to the Go-Live phase.

Work with team members to create individual development plans including career goals, job specific knowledge and professional skills.

Develop, oversee and report on key performance indicators for your business unit and its team members.

Oversee and drive continuous improvement to customer professional service experiences.

Identify needs and contribute to the development of customer-facing training material and its delivery to customers.

Identify opportunities and develop strategies for upselling and cross-selling.

Use product and customer knowledge to create and share user acceptance criteria with the Product Team throughout development.

Establish and maintain strong relationships with clients, ensuring their satisfaction by actively listening to client needs, providing solutions, and addressing concerns promptly.

Partner with internal and external stakeholders to understand and execute upon our customers’ needs and organizational structure.

Create and maintain comprehensive project documentation, including project plans, status reports, and user guides, to ensure transparency and knowledge sharing.

Define and execute the implementation strategy for 21 CFR Part 11 Validation.

Identify potential risks and challenges in the implementation process and develop strategies to mitigate them. Proactively communicate any issues to stakeholders and propose solutions.

Educate customers on additional products and features.

Share best practices and contribute ideas on ways to resolve problems.

Improve processes and procedures to serve the customer better and/or improve productivity.

Maintain a high level of integrity and confidentiality when dealing with sensitive and confidential information.

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.

Qualification

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Software ImplementationProject ManagementProject Management ToolsClinical Research ExperiencePMP Certification