Remote Senior Escalations & Enterprise Support Lead

RealTime eClinical Solutions; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Holidays

401(k) match

Connectivity stipend

Job summary

RealTime eClinical Solutions is seeking a Senior Principal Support Specialist to own escalations for strategic accounts and deliver elevated, white-glove support. The role combines deep platform knowledge with executive-level communication and cross-functional collaboration.

You will partner with Product, Engineering, and Customer Success to drive resolutions, monitor account health, and advocate for customers while maintaining HIPAA compliance and data privacy.

Qualifications

• 7+ years in customer support, technical account management, or customer success in SaaS.
• 3+ years in senior or strategic account capacity.
• Experience owning high-stakes escalations for enterprise accounts.

Responsibilities

• Own end-to-end lifecycle of escalated cases for named accounts, from intake to resolution.
• Investigate complex multi-system issues and coordinate with Engineering, Product Health, and Customer Success.
• Lead customer-facing escalation calls and executive communications with VP/C-level stakeholders.
• Proactively monitor account health indicators and drive proactive engagement.
• Synthesize issues and document root causes and lessons learned for product and process improvements.
• Ensure HIPAA privacy compliance in all customer interactions.

Skills

Customer support

Strategic accounts

Cross-functional coordination

Executive communication

HIPAA knowledge

Salesforce

JIRA

Education

Bachelor's degree

Tools

Salesforce

JIRA

Job description

RealTime eClinical Solutions is seeking a Senior Principal Support Specialist to own escalations for strategic accounts and deliver elevated, white-glove support. The role combines deep platform knowledge with executive-level communication and cross-functional collaboration.

You will partner with Product, Engineering, and Customer Success to drive resolutions, monitor account health, and advocate for customers while maintaining HIPAA compliance and data privacy.