MasterControl
  • 11-Sep-2017 to 10-Nov-2017 (MST)
  • Services
  • Salt Lake City, UT, USA
  • Full Time

MasterControl (www.MasterControl.com) is an international software solutions company that provides software solutions for regulated companies to comply with rigid quality standards. Our customers include medical device, pharmaceutical, and food companies that must conform to FDA regulations, as well as general manufacturing companies that require a high level of quality compliance, such as those found within ISO standards.  MasterControl products help companies get their products to market faster, while reducing overall costs and increasing internal efficiency.

JOB SUMMARY:

The Customer Sucess Coordinator is responsible for ensuring the timely scheduling of Customer implementation services as they emerge in the sales process through to initial or ongoing services delivery activities.  The successful onboarding of customer projects is an important element of driving customer adoption of MasterControl products.  The person will work with closely with Regional Account Executives and Customer Success Representatives to ensure the timely scheduling of services and improve the overall customer experience.  Ultimately, the role ensures that customers utilize those services that will help them realize high value through adoption of our products.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Work with services & sales leadership to establish, execute and improve a process for scheduling of Customer projects through to services delivery and other customer-centric delivery teams.
  • Outbound customer prospecting to get stalled and unscheduled projects moving forward.
  • Work with Sales to develop strategic plans to grow customer product use and uptake.
  • Work effectively with cross departmental teams and associates.
  • Gather and record customer success critieria and critical information regarding the Customer implementation services including scope, timing and project structures.
  • Track and facilitate changes to services orders and ensure upgrade release readiness.
  • Must be detailed oriented, organized, and possess excellent communication and follow-up skills.
  • Prepare reports and dashboards on the customer project initiation experience.
  • Provide measurement information to ensure focus on improviing the customer experience.
  • Other duties as needed.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

  • Ability to work non-standard hours.
  • Some travel required generally less than 25% per month.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Ability to capture and use analytics when proposing new ideas.
  • Software sales and/or marketing experience is desired.
  • Experience with creating dashboards and reports.
  • Ability to communicate effectively in writing, in person, via web conferencing, over the telephone and in e-mail.
  • Demonstrated similar experience in a coordinating role or equivalent (customer success, project management, event planning, or resource management).
  • Excellent communication, organization, and interpersonal skills.
  • Proven success working in a dynamic, fast-paced team environment with tight deadlines.
  • Mastery of planning, coordination, and task prioritization.
  • Commitment and capability to contribute through consistent performance.
  • Ability to adhere to company core values which drive success.

EDUCATION AND TRAINING:

  • Bachelor of Science in Business Management, Operations, Communications or equivalent.
  • Experience with customer services processes and a passion for working with Customers.
  • MasterControl product and/or services experience preferred.

Why Work Here?

#WhyWorkAnywhereElse

#ExceptionalTeamCulture

MasterControl is a place where Exceptional Teams come together to do their best work. Hiring Exceptional Teams, including the best talent in our industry, is a core value of ours.  MasterControl employees are surrounded by intelligent, motivated individuals every day. We like to call it #TheBestTeamOnThePlanet. 

We value every employee and their contribution to what makes MasterControl successful. We give right back to the employee through a generous benefits package, great flexibility, and continuous opportunities for advancement.

Not only do we hire Exceptional Teams, but we work hard to keep them here by developing and challenging their skillsets, encouraging professional development and growth, and offering a culture that can't be found elsewhere.  Which is why we say -  #WhyWorkAnywhereElse?

To put it simply, working at MasterControl is fun, challenging, and rewarding. From our Fitness Clubs to our awards programs, from our company parties to our competitive benefits, you can't really go wrong.  MasterControl could be your next (and last) career move!  

We are growing quickly and always looking for talented individuals to add to #TheBestTeamOnThePlanet!

Here are some of the benefits MasterControl employees enjoy:

  • Generous PTO package of three weeks, increasing after just three years of employment
  • Competitive compensation with annual merit increase reviews
  • 100% medical premium coverage (yes, you read that right!)
  • Dental/Vision Plans
  • 401k Plan
  • Employer Paid Life Insurance Policy ($50K)
  • Great Flexibility
  • Wellness Programs (every employee gets a Fitbit!)
  • Applicants must be currently authorized to work in the United states on a full-time basis. 
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