Senior Technical Account Manager

About our Company:

Medidata: Powering Smarter Treatments and Healthier People

Medidata, a Dassault Systemes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at and follow us on LinkedIn, Instagram, and X.

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:

• 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
• Participate in assigned client audits of Medidata
• Be a reference point for the entire team on most platform topics
• Develop 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
• Perform negative survey follow ups for assigned customers through outbound phone call
• 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 and questions promptly
• Create and maintain documentation to fast track onboarding of new Technical Account Manager hires
• Create and Maintain documentation to standardize transfer of customers between market segments or Technical Account Manager
• Create and Maintain documentation to standardize client support approach including but not limited to schedule of meetings, reporting, meeting minutes
• 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, as appropriate, 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
• Represent Customer Care in client audits

Qualifications:

• 7+ years Experience working in 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 a strong plus
• Experience in people management
• Seasoned account manager that has a proven record of satisfying clients
• Customer Care & Client facing processes
• Exceptional communication skills (oral/written)
• Exceptional presentation skills
• Technology and PC skills including full MS Office package (Word, Excel, Outlook, Project, PowerPoint), Google Suite, help desk/issue resolution systems, CRM
• Travel availability 10-20%, international travel may be required; overnight and/or weekend travel may be required
• May be required to provide support after hours based on client need
• Valid US drivers license
• Four-year college degree (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

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.

Medidata follows a hybrid office policy in which employees who are hired for an in-person are expected to work on site a certain number of days per week (with the specific in-office days to be designated by your team). On July 8, 2024, such employees will be expected to work on site at least 2 days per week. This will increase to at least 3 days per week beginning January 2, 2025.

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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Diversity statement
As a game-changer in sustainable technology and innovation, Dassault Systemes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.
Equal opportunity
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS 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 (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

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