Technical Account Manager (United States)

Job description

Are you a customer-centric account manager with a passion for advanced technical support who develops rewarding experiences and drives results through client technical consultancy?

Who is Castor?

Castor is a leading cloud-based clinical data platform working with some of the world’s largest pharmaceutical companies, medical device companies, biopharmas, and renowned academic institutes.


We simplify the clinical trial process, from recruitment to analysis, with user-friendly, patient-centric technology. Our mission is to bring medical research into the digital age. Why? Because medical research is still largely run using free-text, paper, and legacy technology.


Our self-service platform enables our users to run remote (decentralized), device enabled, patient-centric trials. By helping our users capture high-quality data and making it machine-readable, we are fundamentally changing the flawed evidence-based medicine process.


How is Castor supporting the Coronavirus crisis?

Castor has joined the global fight against the Coronavirus by making our research data capture system available for free for all COVID-19 research projects. Castor is supporting more than 200 COVID-19 studies across the world, including the World Health Organization’s SOLIDARITY trial.


The opportunity: 

Over the last two years, Castor has grown from a team of 25 people to a team of 90 people, opened two new offices (in Amsterdam and New Jersey), and, most recently, raised a $12 million Series A. In this new role as Technical Account Manager, you will be responsible for performing advanced technical support activities and general technical consultancy for clients, ranging from small SMBs to large enterprise pharmaceutical, medical device, and biotech customers.


What you’ll do

The Technical Account Manager (TAM) is responsible for maximizing the customer’s satisfaction with Castor. How? By effectively prioritizing key activities while keeping the overall customer experience at top of mind.


  • Provide technical assistance as requested by the customer (providing dedicated solutions for calculations and automations, exporting audit trails, retrieval of study back-ups, and support with integrations and randomization settings).

  • Configure customer environments as needed to deliver the requested technical services.

  • Collaborate with internal and partner resources to ensure all deliverables are of the highest quality and are delivered on time and on budget.

  • Achieve targeted customer satisfaction measures on your assigned projects and programs.


What you’ll bring

This role requires a combination of technical, organizational, consultative, and interpersonal skills to be successful. You'll also bring: 


  • Experience in customer-facing roles, preferably within a fast-paced SaaS company.

  • Knowledge of database concepts and application programming interface (API) with a basic understanding of JavaScript and computer programming concepts.

  • Demonstrated maturity and highly effective techniques of advocacy, persuasion, presentation, conflict/escalation management, and communication.

  • Effective problem solver, quickly identifies root cause(s), implements a corrective course of action, and follows up to ensure completion.


What you’ll learn

It’s a crucial time for Castor. We’re on ‘full power mode’ and scaling-up at an exponential rate. For you, the opportunities are endless:


  • How to develop leading technical account management processes and further increase customer satisfaction

  • To collaborate with an entrepreneurial team, passionate to help customers achieve their goals

  • A chance to support the international growth of a true scale-up company

  • Be involved in maximising the impact of medical research and improving healthcare


What you’ll get

At Castor, we truly live and breathe our core values, believing we can achieve anything with a healthy and happy team.' With this in mind, we offer the following benefits:


  • A flexible and remote working opportunity

  • A competitive salary plus commission and a guaranteed 'happy holidays' bonus

  • Investing in our talent with a strong Employee Stock Option Plan

  • 30 days annual leave (including 8 national holidays and flexible sick leave)

  • Interested in ‘lifelong learning’? You’ll love using our development and training budget!

  • A 401K savings plan with competitive employer contributions

  • A great health benefit and insurances package

  • Flexible approach to working - nobody is tracking your time except you

  • A MacBook or Dell laptop, we’re a tech start-up after all ;)

  • Like to feel zen? You’ll love our company subscription to Calm for meditation and yoga

Requirements

Want to know more? Check out the role profile for some further insights or apply now! 

Castor continues to grow as an Equal Opportunities Employer. We strongly encourage applications from women, people of colour, and people from the LGBTQ(+) community. In your application, please feel free to share the pronouns you use (for example, she/her/hers, he/him/his, they/them/theirs, etc.).