Professional Services Operations Lead (SaaS)

Location: Remote, US

Salary: $75,000–$85,000 annually

Company

Global SaaS provider delivering cloud-based software solutions for the clinical research industry, including RealTime, Devana Solutions, and Complion product lines.

What you will do

• Own and operate the Professional Services intake process, reviewing requests against service types, contract entitlements, and delivery capacity.
• Identify and flag out-of-scope, under-defined, misrouted, or contractually misaligned work before it enters the delivery queue.
• Route accepted requests to Build, Implementation, or Technical Delivery using agreed intake criteria.
• Review Sales handoff documentation and resolve scope, requirements, and operational gaps before accepting work.
• Execute operational workflows such as product deactivations, cancellations, and re-engagement requests while updating system and contract records.
• Coordinate with Sales, Support, Finance, Development, and Professional Services Management on intake, billing, licensing, process improvement, tracking tools, playbooks, and operational standards.

Requirements

• 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 independently identify and resolve process gaps across multiple systems and functions.
• Clear, direct communication skills and a high tolerance for ambiguity in a scaling organization.
• Ability to maintain compliance with company policies, HIPAA regulations, and data privacy standards; the role may involve viewing PHI in daily duties.

Nice to have

• Experience in clinical research, life sciences, or regulated SaaS environments, including 21 CFR Part 11, GCP, or 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.

Culture & Benefits

• Remote and telecommuting work environment.
• Health insurance, long-term disability insurance, and life insurance.
• Unlimited paid time off, 10 paid holidays, and paid parental leave.
• Work anniversary bonus and participation in the Employee of the Quarter Program.
• $100 monthly connectivity stipend reimbursement.
• 401(k) matching: 100% of the first 3% contributed and 50% of the next 2%.

Hiring process

• The desired salary must be included in the application.
• Successful candidates must complete and pass reference and background checks.
• Pay is determined individually after an interview and is commensurate with experience.