RealTime eClinical Solutions

Title: Contract Administrator Location: United States Requisition ID: 1124 Salary Range: $80,000.00 To $90,000.00 Annually Job Description: “Be part of a company that is influential and the standard for a rapidly evolving industry!” WHO ARE WE? RealTime Software Solutions (RTSS) 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 Realtime Contract Administrator will play an essential role in leading the corporate global contracting needs for all of RealTime’s products and services. The Contract Administrator will prepare, process, and monitor client, consultant, and vendor agreements for the company. The Contract Administrator will manage the organization’s contract lifecycle, ensuring compliance with legal requirements, mitigating risks, and optimizing contract terms. This position requires a thorough understanding of legal and contracting terminology, strong organizational abilities, and maintaining excellent relationships with our valuable clients and all stakeholders. WHAT WILL YOU BE DOING? - Manage and coordinate the administration of all contract activities to include subscription service agreements, amendments, consulting agreements, vendor agreements, NDAs, etc. - Develop and maintain a contract management system, including templates, databases, and tracking mechanisms, to ensure efficient contract administration and reporting. - Support the development and implementation of contract management policies, procedures, and training programs to promote consistency and compliance across the organization. - Lead the implementation and integration of automated contract management solutions, as well as the design and implementation of an optimized contracting model utilizing best practices and methodologies for process enhancement and workflows. - Maintain accurate and up-to-date contract records, including contract versions, amendments, correspondence, and other related documents. - Ensure proper storage, organization, and retrieval of contracts for reference and audit purposes. - Draft, review, and modify various contracts and modifications in collaboration with stakeholders, ensuring accuracy and compliance. - Assist customers with all contract-related requests, including terminations; research and resolve contract issues, disputes, terms/conditions, etc. - Assist with proposal preparation to include, but not be limited to, RFP review, completion of representations and certifications, and price proposal support. - Assist with supporting functional departments in response to RFPs, including the centralization and standardization of commonly requested information for easy retrieval and inclusion. - When appropriate, work with Company counsel on challenging legal agreement reviews to ensure the company’s best interests are considered in all negotiations. - Performs ongoing customer contract reviews and manages renewals that require amendments. - Assist the Finance team with the administration and communication of pricing increases. - Establish good working relationships with internal and external stakeholders. - Stay current with industry trends, legal developments, and best practices related to contract management. WHAT DO YOU NEED? - Bachelor’s degree required with a concentration in law, business, finance, or a related field. - Minimum five years of contract management and/or administration experience. - Proficient understanding of legal and contracting terminology, with the ability to interpret and apply complex contract language. - The ability to efficiently organize documentation and an overall high level of attention to detail are a must. - Must be highly responsive and able to communicate in an effective and professional manner. - High level of proficiency with Microsoft Office Suite (Word and Excel) and Salesforce CRM. - Ability to multitask and work effectively with minimal supervision in a fast-paced professional team environment. - Capable of handling confidential information professionally and ethically. WHAT SETS YOU APART? - Master’s degree - Experience administering contracts in the Healthcare or Clinical Research industry - Prior experience with using Salesforce CPQ software and/or Revenue Cloud, or implementing a similar CPQ software - Prior experience with managing process improvements and transitioning contracting strategy from a highly manual, written process to an automated click-through process utilizing MSAs and Order Forms WHAT IS IN IT FOR YOU? - The company sponsors health insurance, long-term disability, and life policy - 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.

• Review, evaluate, and resolve billing process issues and revenue collections. • Maintain preparation of statements and invoices and resolve discrepancies in accounting records. • Monthly Reconciliations for the Banks, Deferred Revenue, and Deferred Expenses. • Assist in the monthly closing process Payroll processing (Bi-weekly and Semi-monthly payrolls) • Ensure compliance with company policies and procedures, as well as state and federal regulations. • Supervise the billing and assist in hiring, training, and reviewing the performance of staff. • Processes documents related to expenses. • Contribute to the maintenance of accounting data and provide support as needed to the accounting department. • Manage various forms of accounting data, such as that related to accounts payable and accounts receivable. • Must communicate intelligently and effectively at all levels of the organization with a high accounting and customer service orientation. • Assist with GAAP financial statements through document preparation, integrity validation, and reconciliation processes. • Participate in the development of policies and procedures. • Ensure compliance with established policies and procedures and make recommendations for changes and improvements. • Perform ad-hoc analysis and assist with the execution of special projects as needed. • Identify opportunities to improve existing accounting processes and strengthen internal controls. • Organize work, set priorities, and meet critical deadlines.

• 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.