Remote Strategic Escalation Lead — Enterprise SaaS

RealTime Software Solutions, LLC; San Antonio (TX); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

10 paid holidays

Work Anniversary Bonus

Connectivity stipend

401(k) matching

Job summary

RealTime eClinical Solutions in the United States is seeking a Senior Customer Escalation Lead to protect customer confidence and drive resolution for high-impact accounts. This senior individual contributor coordinates across Support, Product Health, Engineering, Product Management, and Customer Success to ensure timely, transparent outcomes.

You will own end-to-end escalations, leverage executive relationships, monitor risk indicators, and advocate for customer-driven solutions while aligning

Qualifications

• 7+ years in SaaS customer support or escalation management.
• 3+ years serving strategic or enterprise accounts.
• Experience communicating with VP/C-suite stakeholders.

Responsibilities

• Own the end-to-end lifecycle of customer escalations from intake through resolution.
• Lead cross-functional escalation calls and executive discussions with professionalism and clear ownership.
• Monitor customer health indicators and escalation trends to identify risks and opportunities.
• Coordinate across Support, Product Health, Engineering, Product Management, and Customer Success to drive timely resolutions.
• Synthesize customer feedback and advocate for product improvements and governance.

Skills

Customer Escalation

SaaS

Executive communication

Cross-functional collaboration

Account management

Risk mitigation

Salesforce/Jira experience

Education

Bachelor’s degree in Business

Tools

Salesforce

Jira

Job description

RealTime eClinical Solutions in the United States is seeking a Senior Customer Escalation Lead to protect customer confidence and drive resolution for high-impact accounts. This senior individual contributor coordinates across Support, Product Health, Engineering, Product Management, and Customer Success to ensure timely, transparent outcomes.

You will own end-to-end escalations, leverage executive relationships, monitor risk indicators, and advocate for customer-driven solutions while aligning