Technical Account Manager

On behalf of our client in Central London Pop Science is delighted to offer the position of Technical Account Manager (SaaS) to join their team in central London. This role would suit an innovator who is looking to move to a young company where there is exposure for everyone at all levels.

Founded in 2011 by Pharma industry experts that specialise in providing data quality and data capture analysis to Pharmaceutical companies. Their development of a web-based application allows them to work within the fields of technology, research and the life science sector.

Here's an idea of what you will be doing:

Technical account managers are responsible for planning and managing all technical aspects of a company's relationship with its customers. By providing top-quality technical service before and after a sale, Technical Account Managers help to ensure customer satisfaction and therefore ensure that the customers are willing to provide positive references. They will also provide a singular point of contact with expertise to solve customer issues as they arrive and can project manage the solution from software release to customer upgrade.

Responsibilities:

• Project Manage: Implementations, Upgrades and Configuration changes with customers
• Provide technical stakeholder management and run customer meetings and workshops.
• Provide technical support for customers to support pre-sales and post-sales processes
• Develop and deliver proactive customer communications that are frequent and transparent ensuring total alignment between Product delivery and Customer acceptance.
• Technical knowledge and understanding of the product portfolio:
• Web-API-Mobile App
• Understanding of what the hosting is (AWS) and how it fits the components to a high level
• Understanding of how the product integrates with the clients
• Address all product-related queries on time
• Understand and triage technical questions from customers and route to relevant members of the Delivery and/or Support Teams.
• Train customers (train-the-trainer) to use products effectively and provide support to the primary customer team.
• Report on product performance in liaison with IT Service Management
• Establish best practices in line with Quality Management, Internal and Customer processes.
• Plan and run technical customer on-boarding or upgrades with a specific knowledge of internal workings of both the company and the customer.
• Run technical meetings and requirement gathering in line with technical product specifications and service standards.
• See the world from the customer's perspective and therefore understand their challenges and how these interface with the products technical activities.
• Manage customer risks proactively as they relate to the delivery, support and services of the product

You should recognise yourself here:

• Proven work experience as a Technical account manager
• Demonstrated Project Management expertise in provision of SaaS across a number of release cycles; relevant Project Management certification highly desirable
• Domain experience in Lifesciences or Biopharmaceutical sector is a must have
• Solid technical background with hands on experience in digital technologies and background middleware and technical implementation.
• Strong experience with software and front-end development
• Absolutely comfortable with IT service standards.
• An ability to grasp customers' needs quickly and suggest timely solutions
• Excellent verbal and written communication skills
• Strong analytical and proactive problem-solving skills
• Strong team player with the ability to develop trusting relationships with customers and internal stakeholders.
• Availability to participate in company 'on call' rota
• Proven organisational and planning skills.
• Adds to the culture of the company
• BSc degree in Computer Science or related relevant field

Finally you must display good listening skills and ability to proactively resolve stressful situations with internal or external stakeholders.

You should:

Already have the right to live and work in UK, happy to be Office based.

Contact Bryan now with your current CV, Salary and benefits you have and expected for this position your availability and why you think you are the best candidate to join this fantastic team.

Pop Science are an innovative, personal and experienced recruitment and staffing consultancy. Our aim is to make science more popular by championing careers in clinical and scientific research, technology, engineering, maths and more. Whether you want a permanent job, a contract role or even a change in perspective with some volunteering, contact us and let us help you. We support working practises that promote happiness at work.

We're an experienced, skilled team with personality; we have a passion for science, and drive and enthusiasm to make a difference to you.

Find out more at Pop Science - Scientific Recruitment