Senior Technical Account Manager

Model N Portland , ME 04101

Posted 4 months ago

The purpose of this position is to provide outstanding support to Model N customers by delivering prompt, accurate assistance with urgent, complex, technical issues. The Technical Account Manager (TAM) role combines business and technical expertise with excellent communication and organizational ability. It is key to helping Model N maintain and grow a loyal customer base.

Responsibilities:

  • Provide life sciences customers with support in product configuration, work-arounds, and defect analysis, helping them extract the maximum value out of the software solutions.

  • Lead analysis of complex technical software application issues with customers and partners.

  • Break down technical problems into specific action items for internal teams (cloud infrastructure team, product development, database administrators) and drive them to resolution.

  • Lead calls with customer IT groups to review issue statuses or troubleshoot.

  • Self-educate on systems, applications, and tools.

  • Document solutions to issues for inclusion in internal and customer knowledge bases.

  • Accurately identify, replicate, and document software defects and customer-requested product enhancements in the appropriate tracking system and escalate as appropriate

  • Advocate for the customer by recognizing and communicating their business risks as they relate to our solution

  • Share in rotating on-call duties for off-hours support

Requirements:

  • Communication: This position requires more than just excellent written and verbal communication skills: You must lead and manage customer meetings with confidence, set and manage expectations, proactively communicate updates, and be tuned in to the customer's concerns.

  • Technical: This is a technical position. Your technical background must include Oracle expertise that includes performance tuning, as well as experience troubleshooting JBoss and Java on Linux and Windows environments.

  • Analytical: You must have strong analytical and troubleshooting skills.

  • Ability to organize and prioritize: You must be able to multi-task and work under dynamic conditions and constraints with minimal supervision.

Experience:

  • B.S. degree in a technical discipline

  • At least 8 years of experience supporting enterprise applications in a technical role.

  • Previous experience in the life sciences industry preferred

Model N About Us:

Model N (MODN: NYSE) manages over $500B of revenue for the world's most demanding growth companies. In the wake of digital disruption, there is a growing revenue execution crisis making it harder than ever for these companies to know and grow their True Top Line. It is a strategic imperative for life sciences and high tech companies to have a system of record designed to maximize revenue, avoid revenue leakage, and ensure compliance. Model N is that trusted system of record, with a comprehensive Revenue Execution suite ready for these industries.

Model N is a pioneer and a leading provider of revenue management cloud solutions for the life science, technology, and manufacturing industries. Our solutions enable our customers to maximize revenue and reduce revenue compliance risk by transforming their revenue lifecycle from a series of tactical, disjointed operations into a strategic end-to-end process. Our customers use our application suites to manage mission-critical functions, such as pricing, contracting, incentives and rebates. Our solutions serve as the system of record for our customers' revenue management processes and provide a competitive advantage for them. Our application suites are built on a modern, cloud platform that is delivered as SaaS. Model N markets a family of Revenue Cloud application suites designed to meet the unique, strategic needs of these industries. Our Revenue Clouds are then further configured to meet the specific needs of our customers. Our Revenue Clouds serves as the system of record for, and automates the execution of, revenue processes such as quoting, pricing, contracting and incentive and rebate management. In addition, our Revenue Clouds provide analytical insights to define and optimize revenue strategies. Each of these Revenue Clouds consists of several applications, which can be purchased together or as separate standalone applications. Model N augments our Revenue Clouds with implementation, managed, strategic, and customer support services. Model N customers include Pfizer, J&J, Sanofi, BMS, Gilead, Abbott, Abbvie, Shire, Stryker, Intel, ST Micro, NXP, Broadcom, Qualcomm, and Philips.

Model N's employees are located in our HQ in San Mateo, California and in offices in Denver, Chicago, Princeton, NJ, Waltham, MA, Portland ME, Geneva, Hyderabad, and Ahmedabad. Our company culture is deeply committed to our core DARE (Dream, Align, Respect, Excel) values and we put people first as our strongest, most valuable asset. We work hard to foster an environment where employees feel a strong sense of teamwork, alignment to common goals and, most importantly, respect and appreciation for their contributions to the company's success.


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