MasterControl
  • 01-Aug-2018 to 30-Sep-2018 (MST)
  • Enterprise Support (UK)
  • Basingstoke, GBR
  • Full Time

JOB SUMMARY

MasterControl is seeking an experienced leader to join our Enterprise Support department in the UK. This individual would manage an expanding team of Technical Account Managers (TAMS) as part of our Premium Support offering. An ideal candidate would possess the ability to influence others, would have a heart of a teacher, and drive passion and accountability within the organization.  This role requires someone that understands the needs and expectations of large tier customers, ensuring customers receive a consistent world class support experience.   

Coordinating/Prioritizing workflow and resources

Managers are responsible for proper handling, escalation, and resolution of customer issues according to established processes, while adhering to, or exceeding KPI targets.  A preferred candidate would have a working knowledge of Technical Account Manager business operations, workflows and understand the fundamentals of resourcecapacity planning.

Customer Engagement

Managers must be willing to engage with customers both onsite or remote, during critical situations with professionalism, and accountability. They are expected to set and manage proper expectations with large tier customers and deliver to those expectations. They foster a relationship with other leaders to facilitate cross-departmental collaboration on projects.

Metrics

A Manager must be able to gather, analyze and represent performance metrics to an executive team.  He/she would understand the data presented and capable of calling out abnormalities, noise, signal, or other trends in the data.

Hire and Train Employees

The Manager is responsible for appropriately staffing the team based on departmental capacity planning guidance.  They are involved in interviewing candidates and should have the ability to assess the competency and emotional intelligence of a candidate. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Prioritize tasks to deliver on departmental KPI's andor WIG's for the department
  • Oversee and participate in the coaching of the team in Service Excellence; including proper client communication, issue escalation, solution delivery, and incident management
  • Promote and maintain a high quality, professional and service-oriented culture among staff
  • Act as the liaison between stakeholders/ C-level executives, business, and development teams to ensure we meet the needs and expectations of our customers
  • Manages schedules, and staff leave for adequate phone queue, email, and self-service coverage
  • Ensure that the team is actively engaged in contributing Knowledge Base articles as part of their workflow
  • Drive assigned departmental projects to completion
  • Ensure team processes are aligned andor adhere to the departmental operations
  • Act as a point of contact for critical issues or politically escalated customers
  • Facilitate team and individual meetings to outline objectives with measurable results
  • Travel as needed
  • Perform other duties as assigned

QUALITIES, KNOWLEDGE, SKILLS:

  • Exemplify the behaviors they would like to see in others
  • Motivate individual team members to act, to improve continually
  • The manager would have the assertiveness to drive outcomes and the ability to overcome adversity and resistance
  • Ability to build relationships that create trust, open dialogue, and full transparency
  • Ability to show emotional intelligence in difficult or challenging situations
  • Ability To make decisions based on productivity, and customer satisfaction
  • Demonstrated experience in leading and mentoring Support Engineers andor teams
    • Ability to plan, organize, and prioritize effectively to meet deadlines

EDUCATION AND TRAINING:

  • MBA, BSCS, related degree or equivalent experience
  • 5+ years Managing a Technical Team
  • 5+ years of experience in software service delivery required (SaaS preferred)
  • Extensive customer service experience or formal leadership training
  • Preference SCP, ITIL, HDI, KCS, IASSC Black Belt or other specialized certifications
  • Life Sciences Clinical, Regulatory, Quality, Supplier, Manufacturing andor MasterControl product knowledge 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:

25 days annual leave, plus bank holidays

Competitive salaries with annual increase reviews + commissions

Private Medical Insurance

Optional Dental Plan

Pension Scheme

Great Flexibility

Wellness Programs (every employee gets a Fitbit!)

Applicants must be currently authorised to work in the UK

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