Customer Escalation Lead

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2 days ago Requisition

Salary Range: $80,000.00 To $90,000.00 Annually

“Be part of a company that is influential and the standard for a rapidly evolving industry!”

Real Time eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our 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.

The 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.

This role serves as the primary point of coordination for Real Time'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.

As 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.

This is an individual contributor role with significant cross-functional influence and no direct reports.

• Serve as the primary customer advocate and escalation resource for an assigned portfolio of Real Time's most strategic customer accounts.
• Develop and maintain deep knowledge of assigned accounts, including operational workflows, platform usage, customer priorities, active initiatives, support history, and organizational relationships.
• Establish trusted relationships with customer stakeholders and serve as a consistent point of contact during high-impact situations.
• Conduct regular account reviews and customer touchpoints to proactively identify concerns, opportunities, and risks.
• Reinforce customer confidence through proactive engagement, responsiveness, transparency, and follow-through.

• Own the end-to-end lifecycle management of customer escalations from intake through resolution and customer confirmation.
• Ensure all escalations maintain clear ownership, documented action plans, communication cadence, and executive visibility as appropriate.
• Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and solution-focused communication.
• Coordinate cross-functional resources to drive timely issue resolution and remove roadblocks.
• Escalate critical customer risks internally when additional leadership visibility or organizational support is required.
• Serve as the primary escalation advisor for Customer Support, Product Health, Engineering, Customer Success, and Professional Services teams.

• Monitor customer health indicators, open support activity, escalation trends, and customer sentiment for assigned accounts.
• Identify potential customer risks before they become escalations.
• Partner with Customer Success, Customer Support, and Product Health to develop proactive risk mitigation plans.
• Align internal stakeholders around at-risk customers and high-priority business situations.
• Track recurring challenges and ensure follow-through on commitments made to customers.

• Coordinate complex, multi-team customer issues requiring collaboration across Support, Product Health, Engineering, Product Management, QA, and Customer Success.
• Facilitate alignment between technical teams and customer-facing teams to ensure accurate communication and coordinated execution.
• Drive accountability across stakeholder groups to ensure customer commitments are met.
• Participate in critical customer reviews, executive briefings, and escalation governance discussions.

• Synthesize recurring customer pain points, systemic issues, and product gaps observed across the strategic account portfolio.
• Communicate findings, customer risks, and actionable recommendations to Product Health, Product Management, and Engineering leadership.
• Lead recurring customer defect roadmap meetings with Customers, Product Health, Product Management,…