Sr. Technical Account Manager
About our Company:
Medidata: Powering Smarter Treatments and Healthier People
Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating 25 years of ground-breaking technological innovation across more than 36,000 trials and 11 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million users trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. Discover more at www.medidata.com
About the Team:
You will report to Senior Manager Customer Support who based in Japan. The Senior Technical Account Management Function initiates and facilitates support related discussions with assigned customers and develops relationships with main 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 help improve a client's overall customer experience with Medidata.
Responsibilities:
- Respond to customer inquiries and determine appropriate resolutions or service improvement strategies.
- Engage directly with customers to support Medidata product deployment and optimize internal practices.
- Maintain strong product, platform, and industry knowledge to support clients and identify new business opportunities.
- Facilitate strategic account discussions alongside Sales and Professional Services to ensure a positive client experience.
- Develop and maintain strong client relationships with key personnel for assigned accounts.
- Collaborate cross-functionally with Technical Support, Helpdesk, and Product teams to address client needs and resolve escalated issues.
- Analyze customer feedback and support trends to improve satisfaction and identify process improvements.
- Create and maintain documentation for standardizing support processes and onboarding new Technical Account Managers.
- Provide regular reports to both internal stakeholders and clients, meeting contractual and SLA requirements.
- Participate in audits, training, and product documentation efforts, representing Customer Care and supporting continuous improvement.
Qualifications:
- 7+ years of experience in customer-facing roles supporting software, SaaS applications, or service offerings.
- Minimum 5 years of business experience, ideally in account management or client support.
- Industry experience in pharmaceutical, healthcare, or clinical trials is a strong plus.
- Proven people management experience and leadership in customer care or client-facing environments.
- Strong track record in account management, with a focus on client satisfaction and relationship development.
- Excellent communication and presentation skills, both written and verbal.
- Proficient in technology tools, including MS Office, Google Suite, CRM systems, and help desk software.
- Bachelor’s degree in business, Science, Computer Science, Management, or a related field.
- Willingness to travel 10–20%, including international and occasional after-hours or weekend support.
- Experience in inside sales or training in IT, pharmaceuticals, clinical trials, regulatory, or medical fields is preferred.
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, life and disability insurance; paid time off; paid sick leave; Employee Assistance Program; and paid parental leaves.
Applications will be accepted on an ongoing basis until the position is filled.
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Inclusion statement
MEDIDATA generates the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes.
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