MasterControl
  • 26-Oct-2018 to 31-Jan-2019 (MST)
  • Enterprise Support (UK)
  • Basingstoke, GBR
  • Salary
  • Full Time

About MasterControl:

MasterControl Inc. creates software solutions that enable life science and other regulated companies to deliver life-improving products to more people sooner. MasterControl's integrated solutions accelerate ROI and increase efficiencies by automating and securely managing critical business processes throughout the entire product lifecycle. More than 1,000 companies worldwide, ranging in size from five employees to tens of thousands, rely on MasterControl cloud solutions to automate processes for new product development, clinical, regulatory, quality management, supplier management, manufacturing and post-market surveillance. MasterControl solutions are well-known for being scalable, easy to implement, easy to validate and easy to use. 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.

RESPONSIBILITIES

  • 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

#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
  • 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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