Strategic Technical Account Manager

<p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt; color: #000000;"><strong>About MasterControl:</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt; color: #000000;">MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit <a style="color: rgb(0, 0, 0);" href="http://www.mastercontrol.com">www.mastercontrol.com</a><a style="color: rgb(0, 0, 0);" href="https://www.mastercontrol.com/">.</a><br><br></span></p> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>SUMMARY&nbsp;</strong></span></p> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">The Strategic Technical Account Manager (TAM) is an advanced, post-sales technical advisor for MasterControl Success Premium customers. The role focuses on driving adoption, reducing risk, and delivering measurable value through proactive guidance and strong cross-functional collaboration. As the primary technical contact for assigned accounts, the Strategic TAM develops a deep understanding of each customer’s environment—including deployment architecture, integrations, business and quality processes, stakeholders, and organisational structure—to reduce customer effort and maximise return on investment.&nbsp;</span></p> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>RESPONSIBILITIES&nbsp;</strong></span></p> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Customer Partnership &amp; Strategic Advisory&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Build and maintain consultative relationships with assigned Success Premium customers.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Develop deep understanding of customer environments, including architecture, workflows, stakeholders, and risks.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Translate customer context into tailored technical guidance that drives adoption and value.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Proactive Value Delivery&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Proactively recommend features, configurations, and best practices aligned to customer goals.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Identify and mitigate risks before they impact operations.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Guide adoption of new capabilities that deliver measurable business outcomes.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Strategic Partnership &amp; Technical Guidance&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Orchestrate internal resources across Support, Engineering, Services, and Sales Operations.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Partner with Operational TAMs to ensure continuity across proactive and reactive engagements.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Translate customer needs into actionable technical context for escalations and long-term improvements.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Customer Retention &amp; Success&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Demonstrate value and reduce risk to positively influence retention and renewal outcomes.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>PREFERRED SKILLS&nbsp;</strong></span></p> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Technical Expertise&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Database concepts, SQL, and data analysis.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Cloud platforms, APIs, and SaaS environments.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Regulated environments (FDA 21 CFR Part 11, ISO, GxP).&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Strategic &amp; Business Acumen&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ability to analyse complex environments and identify optimisation opportunities.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Executive-level communication and ROI articulation.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Customer Relationship Management&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Trusted engagement with senior technical and executive stakeholders.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience managing enterprise, high-value accounts.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Communication &amp; Leadership&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Clear translation of technical concepts for diverse audiences.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Cross-functional coordination and documentation excellence.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Problem-Solving&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Advanced analytical thinking and proactive issue prevention.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Industry Knowledge&nbsp;</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience in regulated industries such as life sciences or medical devices preferred. &nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>EXPERIENCE REQUIREMENTS&nbsp;</strong></span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">7+ years in technical account management or similar enterprise SaaS roles.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience supporting strategic or premium enterprise customers.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Cross-functional collaboration influencing adoption and retention outcomes.&nbsp;</span></li> </ul> <p><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>PHYSICAL DEMANDS AND WORKING CONDITIONS&nbsp;</strong></span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Professional office or remote environment with ergonomic workstation.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Occasional schedule flexibility for customer time zones or priorities.&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">Limited travel (typically less than 10–15%).&nbsp;</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;">You are a strategic, technically credible advisor who brings structure to complexity, builds trust across executive and technical audiences, and consistently aligns technical guidance to customer outcomes and long-term value.&nbsp;</span></li> </ul> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt; color: #000000;"><strong>Why Work Here?</strong></span></p> <p><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;">#WhyWorkAnywhereElse?</span></p> <p><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;">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.</span></p> <p><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;">We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?</span></p> <p><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;">MasterControl could be your next (and last) career move! </span></p> <p style="line-height: 200%;"><span style="font-size: 10pt; line-height: 200%; font-family: helvetica, arial, sans-serif; color: #000000;">Here are some of the benefits MasterControl employees enjoy:</span></p> <ul> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Competitive compensation </span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> 100% medical premium coverage (yes, you read that right!)</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> 401(k) plan with company match</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Generous PTO packages that increase with tenure</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Schedule flexibility</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Fitness clubs (you get paid to have fun and be active!)</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Company parties and employee recognition programs</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Wellness programs (free Fitbit, gym membership and athletic shoe reimbursements, etc.)</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Dental/vision plans</span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Employer paid life insurance policy </span></li> <li style="color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"> Much, much more!</span></li> </ul> <p><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;">Applicants must be currently authorized to work in the United States on a full-time basis.</span></p> <p><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"><em>The US base salary range for this full-time position is $90,000 - $110,000 + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.</em></span></p> <p><span style="font-size: 10pt; font-family: helvetica, arial, sans-serif; color: #000000;"><em>MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact MCTalent@MasterControl.com or call (801) 942-4000 and ask to speak with a member of Human Resources.<br>Equal Opportunity Employer, including disability and protected veteran status</em></span></p> <p>&nbsp;</p>