Professional Services Manager

Role Description

As a key member of our leadership team, the Professional Services Manager will lead professional service projects and manage a team of Implementation Consultants. This role is essential for driving project success and ensuring exceptional client experiences.

• Approximately 60% of the role dedicated to managerial oversight and 40% to hands-on project work.
• Work closely with the team to deliver high-quality service and build strong customer relationships.
• End-to-end accountability for delivering requested professional services to customers, including implementation services, system configurations, and a variety of service offerings tailored to our clinical research clientele.
• Collaborate with cross-functional teams, engage directly with clients, and apply technical, industry, and project management expertise to achieve successful outcomes.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.