• 08-Aug-2018 to 07-Oct-2018 (MST)
  • Services (UK)
  • Basingstoke, GBR
  • Full Time


As MasterControl continues to expand its products and presence for Enterprise Life Science companies, customer satisfaction, retention and expansion are keys to its continued growth and position as a premier Life Sciences solution provider.  Successful implementation and use of the MasterControl products are critical to achieving customer success and our mission of helping our customers get their products to market faster and with higher quality.  MasterControl is seeking a Professional Services Manager to oversee the successful implementation of our products among Enterprise customers in the EMEA region, ensuring exceptional customer satisfaction and ultimately expanding their use of MasterControl products.  This includes project management, implementation, configuration, and advisory services.  This leader will oversee all implementation services and customer management functions, including project and resource management, implementation, configuration, and advisory services, as well as coordination among global practice leaders in our Professional Services organization.


Function as a general manager of all Enterprises customers and activities within the EMEA region, concurrently delivering both customer and corporate objectives, including:

  • Support sales with services estimate and proposal development, sales presentations as needed, and initiation of customer relationships.
  • Actively manage Enterprise customer onboarding post sale, including strategic, educational and operational planning. Align customer and MasterControl teams, set proper expectations, and anticipate barriers to success.
  • Build relationships with key customers and executive leaders, to ensure alignment to business and project objectives.
  • Take an active role as Project Lead on key accounts as needed.
  • Perform project governance by running regular check point calls, resolving escalations, reviewing change management and mentoring project leaders.
  • Adhere to defined processes to ensure efficient workflow and promote best practice implementations.
  • In collaboration with the North America Enterprise lead, act as liaison between Product and Implementation teams to share customer insight, support product innovation, improve process design and issue management.
  • Provide feedback for refining Service offerings for Enterprise customers.
  • Develop relationships with external Professional Service partners to scale and augment team, as needed.
  • Deliver successful Enterprise customer implementations to achieve specific metrics, deliverables and both short- and long-term goals.  Leverage corporate tools and solutions for tracking, planning and optimization.
  • Participate in cross-departmental committees, improvement efforts (kaizens) and strategy sessions to drive product and service improvement, innovation and partnership across the global teams.
  • Other responsibilities as assigned.


  • Ability to operate a computer and work at a desk for extended periods of time
  • Ability to communicate effectively in writing, in person, over the telephone and in e-mail
  • Ability to work non-standard hours and travel as required
  • Bending, stooping and lifting are integral aspects of this position
  • Both Domestic and International travel will be required


  • 5+ years of experience in senior level management required
  • 5+ years of experience in software service delivery required (SaaS preferred)
  • 4-year degree or equivalent experience required, MBA preferred
  • Project Management experience required
  • Life Sciences industry experience preferred
  • Enterprise level software service delivery experience required
  • Experience managing billable resources in software service delivery required
  • Customer Success obsessed mindset required
  • Strong communication and presentation skills required
  • The ability to contribute to a strong leadership team required
  • Software validation experience preferred

Why Work Here?



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
  • Death In Service Package
  • 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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