Note: The job is a remote job and is open to candidates in USA. RealTime eClinical Solutions is a global leader in SaaS technology providing software solutions to the clinical research industry. The Senior Director, Customer Support is responsible for building and scaling a global support organization, overseeing strategy, service delivery, and operational excellence. This role focuses on driving customer satisfaction, leading teams, and leveraging technology to enhance support operations.
Responsibilities
- Develop and drive the global support strategy in partnership with the COO
- Oversee the Global Customer Support team, ensuring that customer inquiries and issues are resolved efficiently and effectively, maintaining high levels of customer satisfaction
- Develop and implement best practices, methodologies, and tools for Customer Support to ensure consistency and excellence across all customer touchpoint and support channels
- Partner with the Customer Experience departments to design and roll out a comprehensive view of the customer journey, optimizing the customer experience across our portfolio, from implementation to expanded adoption across the customer’s organization
- Focus on continuous improvement and evolution of appropriate scorecards, dashboards and other metrics that will drive successful contact center operations
- Lead the support team and set clear performance expectations and provide regular feedback to ensure teams meet or exceed customer experience goals
- Oversee recruitment, training, and professional development programs to build and maintain high-performing support teams
- Leverage insights from customer feedback to drive product development, service improvements, and customer experience enhancements
- Monitor key customer experience metrics (e.g., Net Promoter Score, Customer Satisfaction Score, Customer Effort Score, and Case SLAs) and use data to inform decisions
- Stay up-to-date with industry trends, tools, and best practices to continually innovate the customer experience strategy
- Serve as senior escalation point for major customers, partnering with executive leadership on the most critical accounts
- Partner with executive leadership to help drive key planning activities, including annual headcount, budgeting, and strategic priorities
- Own support technology platforms and ensure they are properly configured and managed to meet the needs of the organization
- Deploy automation, AI, and intelligent routing to drive efficiency and customer satisfaction
- As needed, attend industry conferences and other customer events to strengthen relationships and loyalty
Skills
- 8+ years of experience leading customer support, service operations, or customer experience in SaaS
- 4+ years in a senior leadership role (Director+, VP, or Head of Support)
- Fluent proficiency with Salesforce and Jira
- Superior knowledge of call center tools and technology used to manage KPIs and SLAs
- Experience working with SCRUM teams in a SaaS SDLC framework
- Proven experience developing, coaching, and managing remote teams working on multiple complex projects simultaneously, with the ability to keep employees engaged, motivated, collaborative, and productive through excellent communication and creative leadership
- Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
- Experience with support ticketing systems, knowledge base tools, and support analytics platforms
- Demonstrated ability to drive process improvements and implement best practices
- Ability to work with senior stakeholders and to present to senior executive audiences
- Ability to interpret data and trends, identify gaps, and recommend action plans to improve the overall customer experience
- End-to-end process for triaging and prioritizing customer feedback and translating into action plans
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
- 5+ years experience in the Clinical Research Industry
Benefits
- RealTime sponsors health insurance, long-term disability, and life policy
- Unlimited Paid Time Off
- 10 paid Holidays
- Paid Parental and Maternity Leave
- Work Anniversary Bonus
- Monthly $100 Connectivity Stipend Reimbursement
- RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.
Company Overview