RealTime eClinical Solutions

• 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 • 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 • 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 • 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 • 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.

• Translate prioritized product initiatives and epics into detailed functional and technical requirements, including user stories and acceptance criteria • Maintain and manage the product backlog for assigned product areas or engineering teams, ensuring items are clearly defined, prioritized, and ready for development • Partner closely with Product Managers to ensure product strategy and roadmap initiatives are accurately reflected in backlog priorities and delivery plans • Work collaboratively with Engineering, Design, and Quality teams to clarify requirements, answer questions, and support effective implementation of product functionality • Lead or facilitate backlog refinement sessions to ensure stories meet established Definition of Ready standards before sprint planning • Ensure functional and technical documentation remains accurate, current, and aligned with delivered product functionality • Participate in sprint planning, reviews, and retrospectives to support effective agile delivery practices • Collaborate with QA and engineering teams to ensure acceptance criteria are clearly defined and solutions meet expected functionality and quality standards • Identify and communicate risks, dependencies, or ambiguities that could impact delivery timelines or solution quality • Support continuous improvement of delivery processes, documentation practices, and backlog management standards within the Product Delivery organization

• 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 • 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 • 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 are 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 • 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 • 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 • 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 identify opportunities for AI-enabled efficiency and scale

• Gain and share a mastery of the RealTime, Devana Solutions, and Complion product line • Take ownership of new customer implementation projects from initiation to completion, ensuring all tasks are executed efficiently, timelines are met, and project goals are achieved • Manage the customer experience from sales handoff through go-live for assigned implementations and configuration change projects • Collaborate with clients to understand their specific requirements and objectives, translating them into actionable project plans • Establish and maintain strong relationships with clients, serving as the main point of contact throughout the implementation process • Actively listen to client needs, provide solutions, and address 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 • Take on additional responsibilities as necessary during onboarding and secondary client implementations to help provide an appropriate customer experience • Facilitate system architecture changes to the client’s system by working closely with the development team • 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

• Serve as the dedicated support point of contact for an assigned portfolio of RealTime’s top strategic accounts ensuring these customers receive a consistently elevated, white-glove support experience. • Develop deep familiarity with each assigned account’s configuration, workflows, usage patterns, open issues, and relationship history; maintain account-level documentation that enables continuity and proactive service. • Proactively monitor account health indicators and open case activity for assigned accounts; identify patterns, risks, and engagement opportunities before they surface as escalations. • Conduct regular outreach and relationship touchpoints with key stakeholders at assigned accounts to validate satisfaction, surface concerns early, and reinforce RealTime’s commitment to their success. • Own the end-to-end lifecycle oversight of escalated cases from key accounts from intake through resolution and customer confirmation ensuring no escalation is left without clear ownership, next steps, and communication. • Investigate complex, multi-system, or cross-functional issues; drive resolution by coordinating with L2 Specialists, Product Health, Engineering, and Customer Success as needed. • Serve as the internal escalation resource for Support Leads and L2 Specialists on cases involving named accounts, high risk, or executive visibility, providing guidance, joining calls, or directly taking over cases as the situation warrants. • Lead customer-facing escalation calls and executive communications with composure, transparency, and solution orientation; manage expectations clearly throughout the resolution process. • Monitor account health indicators and open case activity across the assigned portfolio to identify patterns, risks, and engagement opportunities before they surface as escalations. • Partner with Customer Success and Professional Services to ensure coordinated care for escalated accounts and informed handoffs between teams. • Synthesize recurring themes, systemic issues, and product gaps observed across the key account portfolio. • Communicate findings and actionable recommendations to the Director of Customer Support and the Product Health team on a regular cadence. • Document escalation outcomes, root causes, and lessons learned in a format that strengthens the team's handling of future issues. • Maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI). • Uphold the highest standards of written and verbal professionalism in all customer and internal communications, consistent with the elevated expectations of this role. • Model RealTime’s customer commitment principles and serve as a standard-bearer for quality, responsiveness, and accountability within the support organization.

• Lead a team of configuration and data migration specialists, overseeing technical projects such as system architecture builds, template configuration, API integrations, SSO, and database migrations. • Establish team and individual development plans, supporting career growth, technical advancement, and role clarity. • Coordinate technical scoping and resource allocation for incoming configuration requests, ensuring alignment with project timelines and business objectives. • Maintain and evolve configuration standards, documentation templates, and delivery protocols to ensure technical consistency across all customer environments. • Collaborate with the Product team to define and communicate user acceptance criteria for upcoming features that impact system delivery, configuration, and technical workflows. • Monitor capacity, track progress against milestones, and support risk mitigation strategies for technical delivery projects. • Serve as an escalation point for configuration-related challenges and blockers, working with cross-functional stakeholders to resolve system-level issues. • Engage with customers, when appropriate, to clarify complex configuration requirements and ensure accurate technical implementation. • Own the documentation and ongoing refinement of internal configuration tools, system setup guides, and team onboarding materials. • Ensure accurate intake, tracking, and categorization of Professional Services case submissions related to configuration and migrations. • Support cross-departmental training efforts to improve organizational understanding of configuration dependencies and system architecture standards. • Maintain compliance with company policies and procedures, including HIPAA regulations and data privacy standards.

• Serve as the day-to-day point of contact for developing accounts within an assigned book of business • Monitor customer system utilization and adoption through the CSM platform, serving as the escalation point for related client issues • Educate and upsell customers on system features most relevant to their portfolio and use case • Document customer interactions, issues, and resolutions accurately and promptly within the CSM platform • Deliver professional, world-class experiences at every customer touchpoint • Provide clear communication, problem-solving, and basic conflict-resolution support to customers • Collaborate with peers across the organization to share customer feedback and identify recurring trends • Participate in team meetings, contribute insights, and complete assigned action items • Build and maintain product knowledge through ongoing training and self-directed learning • Assist in preparing customer-facing materials, training documentation, and internal knowledge base articles • Apply established policies, procedures, and industry best practices in all customer interactions • Track key performance indicators that align with the company’s customer solution strategy • Uphold the HIPAA Privacy Rule; this role may view Protected Health Information (PHI) as part of daily duties

• 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. • Support 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 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, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools.

• 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 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.

• 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