Technical Service Delivery Manager - eCOA

Medidata Solutions, Inc. ,
London, Greater London
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_Medidata: Conquering Diseases Together_ 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 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systemes 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 **Your Mission:** The Technical Service Delivery 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 Competencies:** + The Technical Service Delivery Account Manager will be supporting Medidata ePro solutions for our customers + Respond to customer inquiries to determine appropriate resolution path or service improvement strategies + The Technical Service Delivery 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 support ePro/mHealth solutions + 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 for ePro + Work with customers and/or partners to receive accurate information used to analyze and diagnose product and service issues + Monitor customer satisfaction and net promoter score to ensure company goals are met and create action plan if score is trending downwards + 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 + 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. **Your Education & Experience:** + Proven multi-year experience in working in Customer Service, customer facing environment supporting software or SaaS applications/technology/service offerings + Experience in the Pharmaceutical/Healthcare/Clinical industry a strong plus + Experience with ePro solutions a strong plus + Exceptional communication skills (oral/written) + Exceptional presentation skills + Travel availability 10-20%, international travel may be required; overnight and/or weekend travel may be required + University degree (Bachelors of Science, Business, Management, Computer Science or similar field), or equivalent experience 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. \#LI-AB1

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