{"id":1644338,"url":"https://alion.io/job/realtime-eclinical-customer-escalation-lead","title":"Customer Escalation Lead","company":{"id":3796602,"name":"RealTime eClinical Solutions","domain":"realtime-eclinical.com","url":"https://alion.io/company/realtime-eclinical","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-09-06T22:27:00Z","employer_posted_date":"2026-09-06","last_verified_at":"2026-10-13T09:50:02Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"“Be part of a company that is influential and the standard for a rapidly evolving industry!”\nWHO ARE WE?\nRealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.\nOur 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.\nWHAT ARE WE LOOKING FOR?\nThe Customer Escalation Lead is a senior individual contributor responsible for protecting customer confidence, managing strategic customer relationships, and driving the successful resolution of high-impact customer escalations.\nThis role serves as the primary point of coordination for RealTime's most strategic accounts and executive-visible customer situations, ensuring escalations receive timely attention, clear ownership, proactive communication, and coordinated cross-functional support. The Customer Escalation Lead acts as a trusted customer advocate and strategic partner across Customer Support, Product Health, Engineering, Product Management, and Customer Success.\nAs a senior member of the Customer Health organization, the Customer Escalation Lead owns complex customer escalations from intake through resolution and customer confirmation while proactively identifying account risks, strengthening executive relationships, and amplifying the Voice of the Customer throughout the organization.\nThis is an individual contributor role with significant cross-functional influence and no direct reports.\nWHAT WILL YOU BE DOING?\nSTRATEGIC ACCOUNT OWNERSHIP & CUSTOMER CONFIDENCE\nServe as the primary customer advocate and escalation resource for an assigned portfolio of RealTime's most strategic customer accounts.\nDevelop and maintain deep knowledge of assigned accounts, including operational workflows, platform usage, customer priorities, active initiatives, support history, and organizational relationships.\nEstablish trusted relationships with customer stakeholders and serve as a consistent point of contact during high-impact situations.\nConduct regular account reviews and customer touchpoints to proactively identify concerns, opportunities, and risks.\nReinforce customer confidence through proactive engagement, responsiveness, transparency, and follow-through.\nCUSTOMER ESCALATION MANAGEMENT\nOwn the end-to-end lifecycle management of customer escalations from intake through resolution and customer confirmation.\nEnsure all escalations maintain clear ownership, documented action plans, communication cadence, and executive visibility as appropriate.\nLead customer-facing escalation calls and executive discussions with professionalism, transparency, and solution-focused communication.\nCoordinate cross-functional resources to drive timely issue resolution and remove roadblocks.\nEscalate critical customer risks internally when additional leadership visibility or organizational support is required.\nServe as the primary escalation advisor for Customer Support, Product Health, Engineering, Customer Success, and Professional Services teams.\nPROACTIVE CUSTOMER RISK MANAGEMENT\nMonitor customer health indicators, open support activity, escalation trends, and customer sentiment for assigned accounts.\nIdentify potential customer risks before they become escalations.\nPartner with Customer Success, Customer Support, and Product Health to develop proactive risk mitigation plans.\nAlign internal stakeholders around at-risk customers and high-priority business situations.\nTrack recurring challenges and ensure follow-through on commitments made to customers.\nCROSS-FUNCTIONAL LEADERSHIP & COORDINATION\nCoordinate complex, multi-team customer issues requiring collaboration across Support, Product Health, Engineering, Product Management, QA, and Customer Success.\nFacilitate alignment between technical teams and customer-facing teams to ensure accurate communication and coordinated execution.\nDrive accountability across stakeholder groups to ensure customer commitments are met.\nParticipate in critical customer reviews, executive briefings, and escalation governance discussions.\nVOICE OF THE CUSTOMER & PRODUCT ADVOCACY\nSynthesize recurring customer pain points, systemic issues, and product gaps observed across the strategic account portfolio.\nCommunicate findings, customer risks, and actionable recommendations to Product Health, Product Management, and Engineering leadership.\nLead recurring customer defect roadmap meetings with Customers, Product Health, Product Management, Engineering, and Customer Success to review customer-impacting defects, align priorities, communicate status, and advocate for customer-driven outcomes.\nServe as the primary customer advocate during roadmap and prioritization discussions for strategic accounts.\nDocument escalation outcomes, root causes, lessons learned, and improvement opportunities.\nProvide executive-ready summaries of customer feedback, product risks, and enhancement opportunities.\nCUSTOMER HEALTH GOVERNANCE\nSupport Customer Health reporting and escalation governance processes.\nParticipate in regular customer risk reviews and strategic account discussions.\nEnsure escalation documentation is complete, accurate, and available for executive review.\nContribute to continuous improvement initiatives designed to strengthen customer outcomes and reduce recurring customer-impacting issues.\nSTANDARDS & COMPLIANCE\nMaintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI) as part of daily responsibilities.\nUphold the highest standards of professionalism in all written and verbal communications.\nDemonstrate exceptional judgment, composure, and accountability during high-pressure customer situations.\nModel RealTime's commitment to customer excellence, partnership, transparency, and responsiveness.\nServe as a trusted representative of the Customer Health organization.\nWHAT DO YOU NEED?\n7+ years of customer support, customer success, technical account management, account management, or escalation management experience within a SaaS environment.\nMinimum of 3 years serving strategic accounts, enterprise customers, or executive-visible customer relationships.\nDemonstrated experience independently managing high-risk customer escalations from intake through resolution.\nProven ability to communicate effectively with executive-level customer stakeholders including VP and C-suite audiences.\nExperience coordinating complex customer issues across Product, Engineering, Customer Success, Professional Services, or Support organizations.\nStrong understanding of customer relationship management, customer-risk mitigation, and escalation governance practices.\nExperience synthesizing customer feedback and translating findings into business recommendations.\nExceptional verbal communication, executive communication, presentation, and customer management skills.\nDemonstrated ability to remain composed and effective in high-pressure situations.\nExperience working within Salesforce, Jira, or similar customer management and ticketing platforms.\nAbility to maintain full compliance with HIPAA Privacy Rule requirements.\nWHAT SETS YOU APART?\nExperience with RealTime SOMS, Devana, or Complion platforms.\nClinical research, life sciences, healthcare technology, or regulated SaaS experience.\nExperience supporting strategic enterprise customers.\nExperience facilitating executive customer reviews and customer recovery plans.\nBachelor’s degree in business, Communications, Healthcare, Life Sciences, Clinical Research, or a related field.\nWHAT IS IN IT FOR YOU?\nThe company sponsors health insurance, long-term disability, and life insurance.\nUnlimited Paid Time Off.\n10 paid Holidays.\nPaid Parental Leave.\nWork Anniversary Bonus.\nParticipation in the Employee of the Quarter Program.\nMonthly $100 Connectivity Stipend Reimbursement.\nRealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.\nAll successful candidates must complete and pass reference and background checks.\nThe desired salary must be indicated for the application to be considered.\nThe pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.\nEqual 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.\nYour Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility.\nThank you for your interest in RealTime eClinical 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