Customer Escalation Lead

Job Description

Job Description

“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 in San Antonio, TX, but are truly a remote and telecommuting company.

WHAT ARE WE LOOKING FOR?

The Customer Escalation Lead is a senior individual contributor responsible for protecting customer confidence, managing strategic customer relationships, and driving the successful resolution of high-impact customer escalations.

This role serves as the primary point of coordination for RealTime's most strategic accounts and executive-visible customer situations, ensuring escalations receive timely attention, clear ownership, proactive communication, and coordinated cross-functional support. The Customer Escalation Lead acts as a trusted customer advocate and strategic partner across Customer Support, Product Health, Engineering, Product Management, and Customer Success.

As a senior member of the Customer Health organization, the Customer Escalation Lead owns complex customer escalations from intake through resolution and customer confirmation while proactively identifying account risks, strengthening executive relationships, and amplifying the Voice of the Customer throughout the organization.

This is an individual contributor role with significant cross-functional influence and no direct reports.

WHAT WILL YOU BE DOING?

STRATEGIC ACCOUNT OWNERSHIP & CUSTOMER CONFIDENCE

• Serve as the primary customer advocate and escalation resource for an assigned portfolio of RealTime's most strategic customer accounts.
• Develop and maintain deep knowledge of assigned accounts, including operational workflows, platform usage, customer priorities, active initiatives, support history, and organizational relationships.
• Establish trusted relationships with customer stakeholders and serve as a consistent point of contact during high-impact situations.
• Conduct regular account reviews and customer touchpoints to proactively identify concerns, opportunities, and risks.
• Reinforce customer confidence through proactive engagement, responsiveness, transparency, and follow-through.

CUSTOMER ESCALATION MANAGEMENT

• Own the end-to-end lifecycle management of customer escalations from intake through resolution and customer confirmation.
• Ensure all escalations maintain clear ownership, documented action plans, communication cadence, and executive visibility as appropriate.
• Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and solution-focused communication.
• Coordinate cross-functional resources to drive timely issue resolution and remove roadblocks.
• Escalate critical customer risks internally when additional leadership visibility or organizational support is required.
• Serve as the primary escalation advisor for Customer Support, Product Health, Engineering, Customer Success, and Professional Services teams.

PROACTIVE CUSTOMER RISK MANAGEMENT

• Monitor customer health indicators, open support activity, escalation trends, and customer sentiment for assigned accounts.
• Identify potential customer risks before they become escalations.
• Partner with Customer Success, Customer Support, and Product Health to develop proactive risk mitigation plans.
• Align internal stakeholders around at-risk customers and high-priority business situations.
• Track recurring challenges and ensure follow-through on commitments made to customers.

CROSS-FUNCTIONAL LEADERSHIP & COORDINATION

• Coordinate complex, multi-team customer issues requiring collaboration across Support, Product Health, Engineering, Product Management, QA, and Customer Success.
• Facilitate alignment between technical teams and customer-facing teams to ensure accurate communication and coordinated execution.
• Drive accountability across stakeholder groups to ensure customer commitments are met.
• Participate in critical customer reviews, executive briefings, and escalation governance discussions.

VOICE OF THE CUSTOMER & PRODUCT ADVOCACY

• Synthesize recurring customer pain points, systemic issues, and product gaps observed across the strategic account portfolio.
• Communicate findings, customer risks, and actionable recommendations to Product Health, Product Management, and Engineering leadership.
• Lead recurring customer defect roadmap meetings with Customers, Product Health, Product Management, Engineering, and Customer Success to review customer-impacting defects, align priorities, communicate status, and advocate for customer-driven outcomes.
• Serve as the primary customer advocate during roadmap and prioritization discussions for strategic accounts.
• Document escalation outcomes, root causes, lessons learned, and improvement opportunities.
• Provide executive-ready summaries of customer feedback, product risks, and enhancement opportunities.

CUSTOMER HEALTH GOVERNANCE

• Support Customer Health reporting and escalation governance processes.
• Participate in regular customer risk reviews and strategic account discussions.
• Ensure escalation documentation is complete, accurate, and available for executive review.
• Contribute to continuous improvement initiatives designed to strengthen customer outcomes and reduce recurring customer-impacting issues.

STANDARDS & COMPLIANCE

• Maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI) as part of daily responsibilities.
• Uphold the highest standards of professionalism in all written and verbal communications.
• Demonstrate exceptional judgment, composure, and accountability during high-pressure customer situations.
• Model RealTime's commitment to customer excellence, partnership, transparency, and responsiveness.
• Serve as a trusted representative of the Customer Health organization.

WHAT DO YOU NEED?

• 7+ years of customer support, customer success, technical account management, account management, or escalation management experience within a SaaS environment.
• Minimum of 3 years serving strategic accounts, enterprise customers, or executive-visible customer relationships.
• Demonstrated experience independently managing high-risk customer escalations from intake through resolution.
• Proven ability to communicate effectively with executive-level customer stakeholders including VP and C-suite audiences.
• Experience coordinating complex customer issues across Product, Engineering, Customer Success, Professional Services, or Support organizations.
• Strong understanding of customer relationship management, customer-risk mitigation, and escalation governance practices.
• Experience synthesizing customer feedback and translating findings into business recommendations.
• Exceptional verbal communication, executive communication, presentation, and customer management skills.
• Demonstrated ability to remain composed and effective in high-pressure situations.
• Experience working within Salesforce, Jira, or similar customer management and ticketing platforms.
• Ability to maintain full compliance with HIPAA Privacy Rule requirements.

WHAT SETS YOU APART?

• Experience with RealTime SOMS, Devana, or Complion platforms.
• Clinical research, life sciences, healthcare technology, or regulated SaaS experience.
• Experience supporting strategic enterprise customers.
• Experience facilitating executive customer reviews and customer recovery plans.
• Bachelor’s degree in business, Communications, Healthcare, Life Sciences, Clinical Research, or 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.