Technical Account Manager

**About MasterControl**

**Job 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 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
- May work a variety of schedule hours, as required
- Some travel required

**Knowledge, Skills, And Abilities**
- Excellent customer relationship and advocacy skills.
- Database Management Knowledge / MS SQL experience required.
- Attention to detail.
- Professional-level writing and communication skills.
- LDAP & Active Directory experience / knowledge desirable.
- Understanding of VMWare environments. Strong experience desirable.
- Knowledge of Cloud architecture.
- Programming experience / knowledge (Java Script, HTML) helpful.
- ITIL Certification preferred
- Previous life science, highly regulated, or compliance experience preferred.
- Knowledge of MasterControl products 'preferred
- Signature Service certified, promote excellent customer experience

**Minimum Requirements**
- Four-year technical degree or equivalent experience is required.
- Experience with providing customer centered technical support.

**Why Work Here?**

WhyWorkAnywhereElse? #ExceptionalTeamCulture

MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.

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, an rewarding. From out Fitness clubs to our awards programs and company parties, you can't really go wrong.

MasterControl could be your next (and last) career move

Here are some of the benefits MasterControl employees enjoy:

- Competitive salaries with annual increase reviews
- Great flexibility
- Company parties and employee recognition programs
- Wellness programs (every employee gets a Fitbit)
- M