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.
- Paid Parental Leave.
- 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 desired salary must be indicated for the application to be considered.
The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.
