About MasterControl:
MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing 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 1,000 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.com.
Summary
The Technical Account Manager (TAM) will be responsible for building and maintaining post sales relationships with MasterControl’s 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 customer’s 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 MasterControl’s 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 one-of-a-kind 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
- 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.)
