[Hiring] Strategic Technical Account Manager @MasterControl

Role Description

The Strategic Technical Account Manager (TAM) is an advanced, post-sales technical advisor for MasterControl Success Premium customers. The role focuses on driving adoption, reducing risk, and delivering measurable value through proactive guidance and strong cross-functional collaboration. As the primary technical contact for assigned accounts, the Strategic TAM develops a deep understanding of each customer’s environment—including deployment architecture, integrations, business and quality processes, stakeholders, and organisational structure—to reduce customer effort and maximise return on investment.

Responsibilities

• Customer Partnership & Strategic Advisory
  • Build and maintain consultative relationships with assigned Success Premium customers.
  • Develop deep understanding of customer environments, including architecture, workflows, stakeholders, and risks.
  • Translate customer context into tailored technical guidance that drives adoption and value.
• Proactive Value Delivery
  • Proactively recommend features, configurations, and best practices aligned to customer goals.
  • Identify and mitigate risks before they impact operations.
  • Guide adoption of new capabilities that deliver measurable business outcomes.
• Strategic Partnership & Technical Guidance
  • Orchestrate internal resources across Support, Engineering, Services, and Sales Operations.
  • Partner with Operational TAMs to ensure continuity across proactive and reactive engagements.
  • Translate customer needs into actionable technical context for escalations and long-term improvements.
• Customer Retention & Success
  • Demonstrate value and reduce risk to positively influence retention and renewal outcomes.

Qualifications

• Technical Expertise
  • Database concepts, SQL, and data analysis.
  • Cloud platforms, APIs, and SaaS environments.
  • Regulated environments (FDA 21 CFR Part 11, ISO, GxP).
• Strategic & Business Acumen
  • Ability to analyse complex environments and identify optimisation opportunities.
  • Executive-level communication and ROI articulation.
• Customer Relationship Management
  • Trusted engagement with senior technical and executive stakeholders.
  • Experience managing enterprise, high-value accounts.
• Communication & Leadership
  • Clear translation of technical concepts for diverse audiences.
  • Cross-functional coordination and documentation excellence.
• Problem-Solving
  • Advanced analytical thinking and proactive issue prevention.
• Industry Knowledge
  • Experience in regulated industries such as life sciences or medical devices preferred.

Requirements

• 7+ years in technical account management or similar enterprise SaaS roles.
• Experience supporting strategic or premium enterprise customers.
• Cross-functional collaboration influencing adoption and retention outcomes.

Benefits

• Competitive compensation
• 100% medical premium coverage
• 401(k) plan with company match
• Generous PTO packages that increase with tenure
• Schedule flexibility
• Fitness clubs
• Company parties and employee recognition programs
• Wellness programs (free Fitbit, gym membership and athletic shoe reimbursements, etc.)
• Dental/vision plans
• Employer paid life insurance policy
• Much, much more!