MasterControl
  • 30-Nov-2018 to 29-Jan-2019 (MST)
  • Enterprise Support
  • Salt Lake City, UT, USA
  • 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.

JOB SUMMARY

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

CoordinatingPrioritizing workflow and resources

The Manager role ensures 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

Managers must be able to gather, analyze and represent performance metrics to an executive team. They understand the data being presented and can call-out abnormalities, noise, signals, and trends in the data.

Hire and Train Employees

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

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • 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 customer needs and expectations are met
  • Manage schedules, and PTO to ensure 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-building, 1:1 interviews and MBO activities
  • Set objectives and measure key results
  • Travel as needed
  • Perform other duties as assigned
  • Must be able to deliver on departmental KPI's andor WIG's for the department

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:
    • 100% medical premium coverage (yes, you read that right!)
    • Generous PTO packages that increase with tenure
    • Competitive compensation with annual merit increase reviews
    • Dental/Vision Plans
    • 401k Plan
    • Employer Paid Life Insurance Policy ($50K)
    • Great Flexibility
    • Wellness Programs (every employee gets a Fitbit, we have lots of fitness clubs, we give out a lot of swag and we even have an onsite physician and massage therapist!)
    • Access to Innovation Center with 3D printer, e-bikes, drones and VR
    • Ability to drive company Tesla (yes, you also read that right!)

Applicants must be currently authorized to work in the United States on a full-time basis.

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