Technical Account Manager
Technical Account Manager
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Salary Not Disclosed
1 Vacancy
Job Description
About MasterControl:
MasterControl Inc. is a leading provider of cloudbased quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring lifechanging products to more people sooner. The MasterControl Platform helps organizations digitize automate and connect quality and compliance processes across the regulated product development life cycle. Over 1000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development clinical trials regulatory affairs quality management supply chain manufacturing and postmarket surveillance. For more information visit www.mastercontrol.
Summary
The Technical Account Manager (TAM) will be responsible for building and maintaining post sales relationships with MasterControls premium support customers. This senior level role will serve as a trusted advisor ensuring a successful MasterControl deployment by collaborating with technical support representatives service consultants sales operations and other company resources.
The TAM serves as the primary technical contact for our premium support customers and develops an intimate knowledge of their infrastructure including hardware software and network configuration at each location and is accountable to contribute extensively to the Knowledge Base that serves both internal engineers and external customers.
The TAM is also responsible for the identification of software defects and the reporting of such to engineering while providing interim solutions and workarounds when necessary for customers. TAMS work with other internal resources to ensure that issues are resolved in a timely fashion. The TAM must be familiar with a variety of software troubleshooting concepts practices and procedures. The TAM relies on extensive experience and judgment to plan and accomplish goals. The TAM engages and works closely with engineering support to resolve escalated issues. The TAM performs a variety of tasks and special projects including educating and promoting MasterControl features and functions to customers. A certain degree of creativity and latitude is required.
Respnsabilities
Designs and delivers summary reports for customers executives highlighting core support activities
Serves as a customer advocate inside MasterControl by appropriately prioritizing issues and enhancement requests
As required leads cross functional technical teams to resolve serious issues involving key customers
Maintains documentation on customer installations and customer configurations
Updates MasterControls knowledge base with new technical information on best practices and technical solutions
Proactively evaluates customer installations for performance tuning actions
Performs customer site visits to evaluate technical success and performance options
Logs time and issues in the time and issue management application
Logs defects in the defect tracking tool
Updates maintains reports to customers and internal key contacts
Provides backup support to other TAM team members
Works directly with senior technical teams to assure resolution of P1 issues
Provides technical training and knowledge transfer for new or complex products
Contributes in architecture planning for new deployments as well as review of existing ones
Provides Product Management with insight and expertise into enhancing the product to meet customer expectation and improve customer loyalty
As requested provides seminars and WebEx sessions on key system functions and features
Provide articles to the newsletter on key customer or technical issues
Other duties as assigned
Preferred Skills
Professional level written and verbal communication skills
Familiar with validated and regulated environments
Advanced Windows troubleshooting
Advanced SQL and Oracle database skills
Familiar with HTML javascript and other web development tools
Familiar with IIS Apache/Tomcat or similar technology
Some experience with systems security
Solid understanding of Enterprise networks and infrastructure
Understanding of VMWare environments
Excellent customer relationship and advocacy skills
Excellent problem determination and problem source identification (PD/PSI) skills
Knowledge of MasterControl products preferred
Project management experience preferred
HDI Analyst or KCS Certification preferred
Signature Service certified promote excellent customer experience
Physical Demands and Working Conditions
May work a variety of schedule hours as required
Some travel required
Why Work Here
#WhyWorkAnywhereElse
MasterControl is a place where Exceptional Teams come together to do their best work. In fact hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent motivated and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.
We work hard to develop and challenge our employees skillsets recognize their contributions encourage professional development and offer a oneofakind culture. This is why we say #WhyWorkAnywhereElse
MasterControl could be your next (and last) career move!
Here are some of the benefits MasterControl employees enjoy:
- Competitive compensation
- 100 medical premium coverage (yes you read that right!
- 401(k) plan with company match
- Generous PTO packages that increase with tenure
- Schedule flexibility
- Fitness clubs (you get paid to have fun and be active!
- Company parties and employee recognition programs
- Wellness programs (free Fitbit gym membership and athletic shoe reimbursements etc.
- Onsite physician and massage therapist
- Innovation center and gaming rooms at the office
- Dental/vision plans
- Employer paid life insurance policy
- Much much more!
Applicants must be currently authorized to work in the United States on a fulltime basis.
MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact or calland ask to speak with a member of Human Resources.
Equal Opportunity Employer including disability and protected veteran status
Required Experience:
Manager
Employment Type
Full Time
