

Industry: Software Development
Company Size: 51-200 employees

RealTime eClinical Solutions

Savvy Admin PROD

**“Be part of a company that is influential and the standard for a rapidly evolving industry!” **

**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—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 & QUEUE MANAGEMENT **

- 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.

- Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained.

- Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation.

- Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach.

**CUSTOMER-FACING SUPPORT **

- Provide professional, solution-oriented support to customers navigating RealTime’s clinical trial management platforms (SOMS and Complion).

- Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows.

- Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices.

- Proactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction.

** ****QUALITY & COMPLIANCE **

- Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities.

- Follow all established support procedures, escalation paths, and knowledge base protocols consistently.

- Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides.

- Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency.

**COLLABORATION **

- Communicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues.

- Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops.

- Represent RealTime professionally and courteously in all customer and internal interactions.

** ****WHAT DO YOU NEED? **

- 2+ years of customer service or technical support experience in a SaaS or software environment.

- Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems.

- Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language.

- Exceptional written and verbal communication skills with a professional, customer-first demeanor.

- Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics.

- Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably.

- High School Diploma or equivalent required.

**WHAT SETS YOU APART? **

- Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms.

- Associate or bachelor’s degree in a related field.

**WHAT IS IN IT FOR YOU? **

- The company sponsors health insurance, long-term disability, and 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.

- RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

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 – 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 – 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.

Customer Support Specialist

RealTime eClinical Solutions is a global leader and rapidly growing SaaS technology company delivering 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.

The Customer Experience Operations Manager serves as the operational foundation of RealTime's Customer Experience (CX) organization responsible for the systems, processes, data, and enablement frameworks that allow every customer-facing team to perform at their highest level.

This role functions as an internal center of excellence for the CX organization. Rather than serving external customers directly, this individual serves the teams that do - working across support, customer success, and onboarding functions to understand operational challenges, identify inefficiencies, and implement solutions that produce measurable results.

We are seeking a senior operator who brings both analytical depth and a pragmatic builder's orientation someone equally capable of conducting a process audit, designing a reporting framework, and presenting strategic findings to executive leadership. Critically, this individual must also have a clear-eyed perspective on the role of AI in modern customer experience as a meaningful shift in how organizations engage with and retain customers at scale.

~~This is a senior individual contributor role reporting to the Chief Operating Officer ~~

**Responsibilities **

Tool and Process Management

- Own and administer Real Time’s full CX tech stack across support, success, and professional services

- Establish a baseline of productivity across CX teams using metrics relevant to each function (NRR, Churn, CSAT, FRT, time-to-value, onboarding completion rates, etc.); identify consistent issues, break them into manageable components, and build solutions with measurable results

- Build custom dashboards, automated workflows, and cross-platform integrations that eliminate data silos and free CX team members to focus on customers

- Continuously evolve the tech stack as RealTime scales, grounded in a deep understanding of how each team uses each tool day-to-day

- Drive the evolution from traditional support and success infrastructure to an AI-augmented operation: intelligent routing and enablement, agent augmentation, real-time quality monitoring, and predictive issue detection

Data, Analytics and Customer Insights

- Serve as the data engine for the entire CX organization: own the collection, validation, analysis, and activation of usage data, renewal data, support interaction data, NPS responses, health scores, and customer engagement signals across all teams

- Establish and maintain data quality standards across CX systems by auditing data sources, reconciling inconsistencies between platforms and ensuring every dashboard and forecast is built on trusted inputs

- Define and track leading indicators of customer health, adoption, and risk surfacing clear alerts and actionable views to CX leadership and frontline teams before issues escalate

- Build and maintain dashboards that surface what matters across functions - AI deflection effectiveness, cost-per-resolution, CSAT, FRT, churn risk indicators, expansion signals, and customer lifetime value impact

- Source data directly from multiple systems, validate accuracy across platforms, and build reliable data models that support decision-making rather than just reporting

- Apply analytical rigor to all insights: frame hypotheses, distinguish correlation from causation, recognize when data quality or sample sizes don't support conclusions, and communicate uncertainty honestly to leadership

- Own metric definitions and governance across teams

- Develop customer health and usage insights that detect early signals of at-risk customers, surface growth opportunities, and enable every CX team to prioritize and act with confidence

- Build measurement frameworks that connect CX performance to core RealTime business outcomes: retention, revenue growth, and customer lifetime value

Planning, Forecasting and Renewal Management

- Implement and run key post-sales cadences including renewals forecasting, capacity and coverage reviews, and churn-risk and health reviews delivering data-driven insights on customer outcomes and team performance

- Build and maintain a single-source-of-truth forecasting model that aligns CS, Sales, and Finance for accurate revenue projections

- Own capacity planning across the CX org forecasting staffing needs, tooling investments, and budget requirements as the team grows

- Ensure world-class renewal management and QBR processes accurate, timely, and tied to meaningful customer data

- Continuously refine team playbooks based on what’s working, standardizing successful approaches across CX functions and embedding them into core operational motions

Strategy Execution and Program Management

- Help build Real Time’s post-sales strategy defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning across functions

- Oversee CX strategic business initiatives from development through successful execution - driving change management, program management, and operational follow-through across all customer-facing teams

- Codify and maintain practices, processes, and KPIs for each CX function; own a deep understanding of Real Time’s current and future-state customer journey end-to-end from first touch through renewal and expansion

- Develop plays aligned to customer journey engagement points and internal triggers, applicable across support, success, and onboarding contexts

- Serve as a strategic liaison between CX teams, senior leaders, and executives communicating clearly, gathering stakeholder feedback, and building alignment across the full CX organization

Enablement and Onboarding

- Act as a true internal enablement partner to all CX teams at RealTime regularly engaging with support agents, CSMs, implementation consultants, and team leads to understand their day-to-day friction and turn those insights into actionable tools and programs

- “Onboard” team members across functions onto new tools and processes; check in frequently to ensure adoption and gather feedback for continuous improvement

- Collaborate with CX, Sales, and Product leadership to build and execute a unified CX Enablement Strategy, including live and recorded sessions for a fully enabled team

- Facilitate and manage new hire onboarding and training across CX functions, equipping every team member to ramp quickly and deliver value in their role

- Develop and maintain CX assets, e.g., playbooks, decks, customer-facing resources, and internal guides

Voice of the Customer and Compliance

- Serve as the voice of the customer across Real Time synthesizing insights from support interactions, NPS surveys, reviews, social listening, and all CX touchpoints into actionable intelligence for Product, Marketing, and executive leadership

- Own the design and execution of customer feedback programs and Real Time’s overall customer experience measurement program

- Oversee and continuously identifying opportunities for AI-enabled efficiency and scale

**Qualifications **

- 7+ years of experience in Customer Operations, Customer Success Operations, Support Operations, or a closely related post-sales function in a B2B SaaS environment, including a minimum of 3 years in a senior individual contributor capacity owning cross-functional operational programs end-to-end.

- Proven experience designing and implementing scalable operations strategies, processes, and systems across multiple customer-facing teams

- Data analysis and integrity expertise: Demonstrated ability to source, validate, and analyze data from multiple systems, including identifying data quality issues, reconciling discrepancies across sources, and establishing trusted definitions for key metrics

- AI/automation experience: Hands-on experience implementing AI or automation solutions within a customer experience organization—measuring effectiveness, managing human-in-the-loop workflows, and evaluating vendor solutions

- Fluency across the modern CX tech stack - Salesforce, Gainsight or similar platforms

- Strong understanding of key post-sales metrics and leading indicators: GRR, NRR, churn, TTV, CSAT, AI deflection rate

- Experience operating in high-growth or startup environments where you’ve had to build structure in ambiguity

- Prior customer-facing experience (in support, success, or onboarding) is a strong plus

- The soft skills to match the technical ones: you actively listen, build trust across teams, and are as comfortable in a one-on-one with a frontline agent as you are in a leadership review

- A hands-on builder who thrives in fast-paced, dynamic environments and is energized by creating operational infrastructure that scales

**What is in it for you? **

- RealTime sponsors health insurance, long-term disability, and life policy

- Unlimited Paid Time Off

- 9 paid Holidays

- Paid Parental Leave

- Work Anniversary Bonus

- Participation in the Employee of the Quarter Program

- Monthly $100 Connectivity Stipend Reimbursement

- RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

~~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. ~~

~~Thank you for your interest in RealTime eClinical Solutions. Equal Opportunity Employer 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 – In compliance with federal law, all persons hired will be required to verify identity and eligibility. ~~

Customer Experience Operations Manager

**“Be part of a company that is influential and the standard for a rapidly evolving industry!” **

**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 Senior UX/UI Designer will work closely with the UX Team, Product Managers, Software Developers, internal stakeholders, and customer users to develop software that champions the needs of the user while also supporting business needs.

**WHAT WILL YOU BE DOING? **

- Work to improve the information architecture and usability of the RealTime software applications.

- Collaborate with Product Managers in problem definition and project scope.

- Develop user flows and wireframes in support of new features and functionality.

- Build functional prototypes of upcoming features for discussions with customers and internal stakeholders.

- Build a consistent and efficient feedback loop with customers and internal stakeholders.

- Conduct concept validation sessions and usability tests with customers and internal stakeholders.

- Break down complex features into deliverable “bites” that will benefit customers and enable iterative development.

- Present your work to internal stakeholders and explain your process and reasoning.

** ****WHAT DO YOU NEED? **

- ** **5+ years of experience as a UX/UI designer in a B2B environment.

- Great presentation skills that will be used to enable internal stakeholders and customers on new features.

- Experience working with modern design tools, including but not limited to Figma.

- Experience creating design patterns — both for style and interaction — based on data and industry best practices.

- A focus on what our users need in order to be successful in their roles.

- A passion for making software applications that are easy to use and make users feel smart, safe, and powerful.

- A collaborative mindset, understanding that each person in the company has a unique and valuable perspective.

- A high degree of creativity and autonomy.

- A portfolio of your B2B work and the ability to discuss your process and outcomes.

**WHAT SETS YOU APART? **

- Experience with software that supports Clinical Trials.

- Experience in the Clinical Trials space.

- Familiarity with basic front-end development principles and capabilities.

**WHAT IS IN IT FOR YOU? **

- The company sponsors health insurance, long-term disability, and 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.

- RealTime matches employee 401 (k) contributions at 100% of the first 3% invested and 50% of the next 2% invested.

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 – 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 – 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.

Sr. UX/UI Designer

**“Be part of a company that is influential and the standard for a rapidly evolving industry!” **

**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? **

We are seeking a highly skilled and motivated Senior Quality Engineer with expertise in both manual and automation testing across web, mobile, and API applications. The ideal candidate will play a critical role in ensuring the quality, reliability, and performance of our products by designing comprehensive test strategies, building scalable automation frameworks, and executing test plans that align with business and technical requirements.

**WHAT WILL YOU BE DOING? **

- Lead and execute end-to-end testing for web, mobile, and API-based applications using both manual and automated approaches.

- Provide leadership in all activities related to software quality and release management.

- Develop a deep understanding of customer use cases, workflows, and scenarios to ensure meaningful test coverage.

- Design, develop, and document test cases to validate new features, regression areas, and complex workflows.

- Define and execute comprehensive testing strategies covering database impacts, regression, negative testing, usability, and bug retests.

- Participate in product design reviews, offering input on requirements, design, schedules, and potential risks.

- Ensure compliance with applicable regulatory standards (e.g., FDA 21 CFR Part 11 for clinical trial software).

- Identify, log, and track defects in collaboration with developers, ensuring timely resolution.

- Perform risk-based testing, prioritizing high-impact areas to optimize QA efforts.

- Collaborate closely with product managers, developers, and stakeholders to translate requirements into effective test cases.

- Mentor junior QA engineers and promote best practices in test design, automation, and process improvement.

- Deliver actionable feedback and recommendations on usability and functionality.

- Partner effectively with offshore and nearshore QA and development teams to ensure quality and timely delivery.

- Build and maintain automation frameworks for UI and API testing using Playwright, Postman, ReadyAPI, Python, and JavaScript.

- Apply AI/ML techniques (e.g., NLP, defect trend analysis) to improve test case generation, defect detection, and prioritization.

- Contribute to continuous improvement in QA processes and automation efficiency.

- Design comprehensive test strategies, build scalable automation frameworks, and leverage AI-powered tools to accelerate test coverage, defect detection, and data-driven quality insights.

** ****WHAT DO YOU NEED? **

- Bachelor’s degree in software engineering or an equivalent combination of technical education and work experience.

- Strong knowledge of the Software Development Life Cycle (SDLC) and its application in SaaS environments.

- Hands-on experience with UI and API automation & Mobile (Playwright, Postman, ReadyAPI).

- Familiarity with CI/CD pipelines (e.g., Jenkins, GitHub Actions) and version control (Git/GitHub).

- Understanding of clinical trial or healthcare software workflows.

- Familiarity with defect-tracking tools (Jira, AIO) and test case management tools (AIO, Xray for Jira, or equivalent).

**WHAT SETS YOU APART? **

- Professional certifications are not required, but will be considered:

- **QAI **: Certified Software Tester (CSTE), Certified Software Quality Assurance (CSQA), Certified Associate in Software Testing (CAST)

- **ISTQB **: Certified Tester Foundation Level (CTFL), Certified Tester Advanced Test Analyst (CTAL-TA), Certified Tester Advanced Technical Test Analyst (CTAL-TM)

- Familiarity with Behavior-Driven Development (BDD) and automation testing practices.

- Experience with Agile methodologies such as Scrum and Kanban.

- Working knowledge of code repository tools such as GitHub and Git.

- Familiarity with CI/CD pipelines and automation execution tools such as Jenkins and GitHub Actions.

- Exposure to the Playwright automation framework.

- Familiarity with third-party tools such as Lamda Test, Browserstack

- Familiarity with AI-driven tools for manual test case generation

- Familiarity with AI- Driven automation is a strong plus

**WHAT IS IN IT FOR YOU? **

- The company sponsors health insurance, long-term disability, and life insurance..

- Unlimited Paid Time Off.

- 9 paid Holidays.

- Paid Parental Leave.

- Work Anniversary Bonus.

- Participation in the Employee of the Quarter Program.

- Monthly $100 Connectivity Stipend Reimbursement.

- RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

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 – 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 – 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.

Sr. Quality Engineer

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