Associate Technical Account Manager

Client Services Shanghai, Shanghai

Position at Medidata Solutions

Dassault Systèmes Life Sciences Engagement team: empowering people and energizing passion to change the world and create the future.

Dassault Systèmes, with 35 years of experience transforming the way products are designed, produced and supported has combined with Medidata, developers of the world’s most-used platform for clinical development, commercial and real-world data. Our Life Sciences sales and marketing teams bring together all of Dassault Systemes life science capabilities in one go-to-market organization, providing our clients with life science domain focus and expertise to accelerate their business. As one organization we are leading the transformation in life sciences. Unique in the industry, we provide our clients with an integrated business and scientific platform from discovery and preclinical development, through clinical trials, all the way to manufacturing and commercialization. Discover the future of life sciences:  

We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. Dassault Systemes Life Sciences & Healthcare, led by Medidata co-founder Tarek Sherif, has global operations and employees in the US, Europe and Asia.

Your Mission:

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.

Your Commitments: 

  • Respond to customer inquiries to determine appropriate resolution path or service improvement strategies

  • Work with experienced members of the team to analyze performance metrics and customer processes to identify areas of improvement

  • 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 with senior members of the team

  • 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

  • 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

  • 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

Your Competencies:

  • 2+ years Experience in working in Customer Service customer facing environment supporting software or SaaS applications/technology/service offerings

  • Minimum 2 years business experience

  • Experience in the Pharmaceutical/Healthcare/Clinical industry a strong plus

  • Proven communication skills (oral/written) and 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

Your Education & Experience:

  • College degree (Bachelors of Science, Business, Management, Computer Science or similar field) or equivalent experience

  • 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

Dassault Systemes and Medidata are making a real difference in the lives of patients everywhere by accelerating critical drug and medical device research and development, manufacturing and commercialization, to enable life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of the most exciting areas for global innovation.

With Medidata’s record of more than 20,000 clinical trials giving us the largest collection of clinical trial data in the world, we also pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of insights to our clients, enabling them to make the decisions that allow them to reach waiting patients sooner.

MDSOL Europe Ltd is an equal opportunity employer.  We welcome all applications irrespective of race, gender, gender reassignment, age, religion or belief, relationship status, pregnancy/maternity, sexual orientation or disability.