Senior Technical Account Manager

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week in accordance with Company policy.

About the Company:

Medidata: Powering Smarter Treatments and Healthier People

About the Team:

The Technical Account Management Function initiates and facilitates support related discussions with assigned customers and develops strong relationships with key customer contacts. The focus of work is in delivering services which include troubleshooting, problem resolution, strategic planning, and proactive account management from a support perspective. This support and advisory role contribute to improving a client's overall customer experience with Medidata.

Responsibilities:

• Coordinate support resources for escalated issues, working in partnership with Tier 1 Helpdesk, Technical Support, Professional Services, and/or Product Development/Delivery teams to ensure a positive customer experience.
• Work with customers and/or partners to receive accurate information used to analyze and diagnose product and service issues.
• 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).
• Provide reports to identify trends, process improvements, proactive monitoring, customer satisfaction, and support issues to management and customers to fulfill any contractual obligations.
• Participate in the development and maintenance of product documentation, user manuals, training presentations, exercises, quick reference guides, meeting minutes, TAM onboarding documentation, and other support materials.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Maintain client-specific data in appropriate Tracking Systems or reporting systems.
• Inform and instruct key contacts on new products, features, and best practices.
• Respond to customer inquiries to determine appropriate resolution path or service improvement strategies.

Qualifications:

• 7+ years experience working in a customer service, customer-facing environment supporting software or SaaS applications/technology/service offerings.
• Minimum 5 years business experience.
• Experience in the Pharmaceutical/Healthcare/Clinical industry is a strong plus.
• Experience in people management is a plus.
• Customer Support & Client-facing processes.
• Technology and PC skills including full MS Office package (Word, Excel, Outlook, Project, PowerPoint), Google Suite, help desk/issue resolution systems, CRM.
• Four-year college degree preferred (Bachelors of Science, Business, Management, Computer Science, or similar field).
• 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.
• Travel availability 10-20%.

The salary range posted below refers only to positions that will be physically based in New York/New Jersey. 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 New York/New Jersey may differ based on the local market data in that region. The base salary pay range for this position is $96,000 to $128,000.

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.