Remote Senior Customer Escalation Lead

REALTIME SOFTWARE SOLUTIONS LLC; San Antonio (TX); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Paid holidays

401K match

Job summary

RealTime eClinical Solutions in the United States (San Antonio, TX) is seeking a Customer Escalation Lead to protect customer confidence and coordinate cross-functional teams. You will own end-to-end escalations for strategic accounts, drive timely resolutions, and provide executive-ready updates, partnering with Support, Product Health, Engineering, Product Management, and Customer Success.

This senior individual contributor role has no direct reports but significant influence, focusing on risk

Qualifications

• 7+ years in customer support, customer success, or escalation management in a SaaS environment.
• Experience serving strategic accounts or executive-visible relationships.
• Proven ability to manage high-risk customer escalations from intake to resolution.
• Excellent verbal communication with VP/C-suite audiences.
• Experience coordinating complex issues across multiple teams (Support, Product, Engineering).

Responsibilities

• Serve as the primary advocate and escalation resource for strategic accounts.
• Develop deep knowledge of assigned accounts and establish trusted relationships.
• Lead escalation calls and executive discussions with professionalism.
• Coordinate cross-functional resources to drive timely issue resolution.
• Monitor customer health indicators and identify risks before they escalate.

Skills

Executive communication

Customer relationship management

Escalation management

SaaS knowledge

Education

Bachelor's degree (related field)

Tools

Salesforce

Jira

Job description

RealTime eClinical Solutions in the United States (San Antonio, TX) is seeking a Customer Escalation Lead to protect customer confidence and coordinate cross-functional teams. You will own end-to-end escalations for strategic accounts, drive timely resolutions, and provide executive-ready updates, partnering with Support, Product Health, Engineering, Product Management, and Customer Success.

This senior individual contributor role has no direct reports but significant influence, focusing on risk