Strategic Technical Account Manager

About MasterControl:

MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com.

SUMMARY 

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. 

PREFERRED SKILLS 

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.  

EXPERIENCE 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. 

PHYSICAL DEMANDS AND WORKING CONDITIONS 

• Professional office or remote environment with ergonomic workstation. 
• Occasional schedule flexibility for customer time zones or priorities. 
• Limited travel (typically less than 10–15%). 
• You are a strategic, technically credible advisor who brings structure to complexity, builds trust across executive and technical audiences, and consistently aligns technical guidance to customer outcomes and long-term value. 

Why Work Here?

#WhyWorkAnywhereElse?

MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.

We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?

MasterControl could be your next (and last) career move!

Here are some of the benefits MasterControl employees enjoy:

• Competitive compensation
• 100% medical premium coverage (yes, you read that right!)
• 401(k) plan with company match
• Generous PTO packages that increase with tenure
• Schedule flexibility
• Fitness clubs (you get paid to have fun and be active!)
• 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!

Applicants must be currently authorized to work in the United States on a full-time basis.

The US base salary range for this full-time position is $90,000 - $110,000 + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact [email protected] or call (801) 942-4000 and ask to speak with a member of Human Resources.
Equal Opportunity Employer, including disability and protected veteran status