Professional Services Operations Lead

RealTime Software Solutions, LLC; San Antonio (TX); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

401(k) match

Remote-friendly

Job summary

RealTime eClinical Solutions is seeking a Professional Services Operations Lead to own intake, triage, and workflow governance across the delivery pipeline. This role ensures requests are correctly scoped and routed to Build, Implementation, or Technical Delivery, aligning with contracts and billing.

This full-time remote role in the US offers a HIPAA-aware environment, competitive salary, and comprehensive benefits.

Qualifications

• 3+ years in SaaS professional services or delivery operations.
• Experience owning intake or workflow governance.
• Knowledge of project-based billing and entitlements.

Responsibilities

• Own and operate the intake process, review and categorize requests against service types and entitlements.
• Route accepted requests to Build, Implementation, or Technical Delivery using agreed criteria.
• Review deal documentation at Sales handoff, identifying gaps before accepting work.
• Execute non-billable workflows such as deactivations and cancellations; update records.
• Act as PS operational contact for Sales, Support, Finance, and Development on intake, contract, billing questions.
• Trigger billing and license start when delivery confirms go-live; flag discrepancies for resolution.
• Improve intake, handoff, and billing processes with PS Management; maintain tracking tools and playbooks.
• Maintain policy compliance including HIPAA and data privacy; may view PHI.

Skills

SaaS operations

Intake governance

Process improvement

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce

Jira

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Professional Services Operations Lead

COGS-OPS-Implementation Full Time Remote, US

7 days ago Requisition ID: 1158

Salary Range: $75,000.00 To $85,000.00 Annually

“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 Professional Services Operations Lead owns the intake, triage, and workflow governance processes that determine how work enters and exits the Professional Services delivery pipeline. This role ensures requests reach the right team, catching poorly scoped, misrouted, or contractually misaligned work before it creates downstream problems. Working with the Professional Services Management team, the Lead governs Sales-to-Professional Services handoffs, initiates billing and license commencement when delivery is confirmed, and maintains visibility across the pipeline.

WHAT WILL YOU BE DOING?

• Own and operate the Professional Services intake process, reviewing and categorizing all incoming requests against service types, contract entitlements, and delivery capacity, and flagging out-of-scope, under-defined, or misrouted items before they enter the delivery queue.
• Route accepted requests to the appropriate team (Build, Implementation, or Technical Delivery) using intake criteria agreed with the Professional Services Management team.
• Review deal documentation at Sales handoff, identifying and resolving gaps in scope, requirements, or operational detail before accepting work into the Professional Services pipeline.
• Execute non-billable operational workflows, including product deactivations, cancellations, and re-engagement requests, ensuring system and contract records are updated.
• Act as the Professional Services operational contact for Sales, Support, Finance, and Development on intake, contract, and billing questions.
• Trigger billing and license commencement when delivery teams confirm deliverable completion or go-live, and route entitlement mismatches or billing discrepancies for resolution.
• Build and improve intake, handoff, and billing processes with the Professional Services Management team, maintaining the tracking tools, playbooks, and operational standards that provide pipeline visibility and drive accountability.
• Maintain compliance with company policies and procedures, including HIPAA regulations and data privacy standards. This role may view PHI as part of daily duties.

WHAT DO YOU NEED?

• 3+ years of experience in SaaS Professional Services, implementation operations, or a related operational role.
• Experience owning intake, triage, or workflow governance in a delivery or services context.
• Working knowledge of project-based billing, contract entitlements, and opportunity-to-delivery workflows.
• Ability to quickly develop working knowledge of the RealTime, Devana Solutions, and Complion product lines, including implementation pathways and service tiers.
• Ability to identify and resolve process gaps independently across multiple systems and functions.
• Clear, direct communicator with a high tolerance for ambiguity in a scaling organization.

WHAT SETS YOU APART?

• Experience in clinical research, life sciences, or regulated SaaS environments (21 CFR Part 11, GCP, HIPAA).
• Familiarity with CTMS, eReg, or similar clinical research platforms.
• Experience building intake frameworks or Professional Services playbooks from scratch.
• Hands-on experience with Salesforce, Jira, or similar CRM/PSA tools.
• Bachelor’s degree or equivalent experience.

WHAT IS IN IT FOR YOU?

• The company sponsors health insurance, long-term disability, and life insurance.
• Unlimited Paid Time Off.
• 10 paid Holidays.
• 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 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.