Technical Account Manager (US)

Who is Castor?

Who is Castor?

Castor is a leading cloud-based clinical data platform working with some of the world’s largest pharmaceutical and medical device companies, as well as renowned academic and research institutes like the World Health Organization.

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 Role

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 automation, 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;

  • Experience in customer-facing roles, preferably within a fast-paced SaaS company, as well as experience in clinical trials.

  • 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


How Castor takes care of you


At Castor we truly live and breathe one of our core values, believing we can achieve anything with a healthy and happy team. Our benefits reflect this:


  • Competitive pay, uncapped commission, guaranteed ‘happy holidays’ bonus, a prospective ‘company performance’ bonus, Employee Stock Option Plan, learning & development budget
  • Unlimited annual leave (with a minimum of 25 days, plus additional national holidays)

  • A 401K savings plan with competitive employer contributions

  • A fully remote role*, with financial support for your home office set-up

  • A flexible working schedule: nobody is tracking your time except you, we focus on output and delivery

  • A great work-life balance

  • A MacBook or Dell laptop, and all other needed gear to work comfortably from home

  • Virtual health package: a subscription to Calm, quarterly downtime weeks, well-being workshops, sleeping courses, virtual company events and celebrations

  • Annual company retreats in person


*If you reside in New York, you are welcome to work from our Castor Burrow in New York City.



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.).



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.).

Our Interview Process

Application
Application

Fill out a short application on our careers website.

Telephone Call
Telephone Call

If your application is successful, we’ll invite you to an intitial call with a member of our talent team.

Manager interview
Manager interview

Great news! You’re invited to meet the hiring team.

Interview Day
Interview Day

Now we’ve got even better acquanted, we’d like to invite you to a final stage interview day.

Offer
Offer

Congratulations! We’re making you a formal offer to join as our next Castorian!

Meet Your Future Colleagues

Niecy Duncan
Niecy Duncan
Project Manager
Daniel Silva
Daniel Silva
VP Customer Success