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Professional Services Manager
Location
Texas
Posted
27 days ago
Salary
0
Seniority
Senior
Job Description
Professional Services Manager
RealTime eClinical Solutions
• 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.
Job Requirements
- Bachelor’s degree in business, Information Technology, or a related field or equivalent experience
- 5+ years of experience in professional services, consulting, or project management roles, with at least 2 years in a supervisory capacity
- 3+ years of software implementation experience, particularly in technology implementations
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders
- Proficiency in project management tools and software
- Strong project management skills; highly organized and detail-oriented
- Ability to prioritize and manage multiple projects simultaneously
- Excellent critical thinking, organizational, and problem-solving skills.
Benefits
- Health insurance
- Long-term disability
- 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
- 401K matching
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