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Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. 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 1,900+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.
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.
Respond to customer inquiries to determine appropriate resolution path or service improvement strategies
The Technical Account Manager will 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 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, questions, and concerns in a timely manner
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, as needed, 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.
Documents customer information and recurring technical issues to support product quality programs and product development
5+ years Experience in 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
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
Command of native Chinese (read/write/speak) and business level English required
Your Education & Experience:
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
China: Medidata Information Technology (Shanghai) Co., Ltd.is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability or other factors that are unrelated to the legitimate business interests of Medidata Solutions.
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.