Technical Account Manager

Responsibilities:

• Respond to customer inquiries to determine appropriate resolution path or service improvement strategies
• Meet with customers directly to facilitate the best approach for customer's internal practices while deploying additional Medidata products into their organization
• Maintain product, platform, and industry knowledge necessary to offer broad support to customers increasing the ability to recognize new business opportunities
• Facilitate strategic account discussions in conjunction with Sales and Professional Services, to ensure a positive customer experience
• Develop and foster relationships with named client personnel for assigned accounts
• Work with other Medidata departments to meet service goals and achieve service level agreements (SLAs)
• Work with technical support team to ensure full understanding of client requirements and needs per market segment.
• Work with customers and/or partners to receive accurate information used to analyze and diagnose product and service issues
• Perform regular analysis of support issues to help determine and improve a customer's satisfaction status
• Responsible for performing negative survey follow ups for assigned customers through outbound phone calls
• Maintain confidentiality of any negative customer feedback resulting from negative survey follow-ups
• Monitor customer satisfaction and net promoter score to ensure company goals are met and create action plan if score is trending downwards
• Perform monthly trending to identify process improvements within Medidata or the customer/partner.
• Provide reports to management and customers as necessary and to fulfill any contractual obligations
• Identify, document, research and resolve service and product issues, questions and concerns
• Coordinate support resources for escalated issues, working in partnership with Tier 1 Helpdesk, Technical Support, Professional Services, and/or Product Development/Delivery teams
• Inform and instruct key contacts on new products, features and best practices
• Participate in the development of product documentation, User Manuals, Training Presentations, Exercises, Quick Reference Guides and Other Support Materials
• Maintain client specific data in appropriate Tracking Systems or reporting systems
• Document customer information and recurring technical issues to support product quality programs and product development

Qualifications:

• 5+ years experience working in Customer Service, customer facing environment supporting software or SaaS applications/technology/service offerings
• Experience in the Pharmaceutical/Healthcare/Clinical industry a strong plus
• Experience in people management
• Solid Presentation skills, Technology and PC skills including full MS Office package (Word, Excel, Outlook, Project, PowerPoint), Google Suite, help desk/issue resolution systems, CRM
• May be required to provide support after hours based on client need
• Inside Sales, and/or Training (preferred information technology, pharmaceutical industry, clinical trials, regulatory, or medical field experience.)
• Background in account management and client relationship development

The salary range posted below refers only to positions that will be physically based in NYC Metro area. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than NYC Metro area, may differ based on the local market data in that region. The base salary pay range for this position is $79,500 -103,049.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; flexible paid time off; and 10 paid holidays per year.

Equal Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Applications will be accepted on an ongoing basis until the position is filled.

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