Technical Account Manager – Technology Operations (SAAS)

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About TechOps:

The Technology Operations (TechOps) organization is the central point of engagement for global customers of Koerber’s pharmaceutical software solutions. The team forms the operational backbone for cloud and on-prem service delivery, bridging customer operations with product support, cloud engineering, business applications, and deployment teams.

TechOps ensures consistent service excellence, high availability, and proactive operations for our PAS-X MES products in SaaS and On-Prem environments. Our vision is to deliver resilient, compliant, and customer-centric operations with a cloud-first mindset.

Job Summary:

The Technical Account Manager is a key technical advisor and solution designer during the sales process,  project implementation and maintenance of his accounts You will work closely with the sales and project teams to understand customer requirements, deliver and align technical capabilities with business needs together with our TechOps experts.  As representative of the TechOps team you will work closely with the cloud operations, deployment and SaaS development teams across all levels to resolve complex customer challenges. You will be responsible to ensure n-1 release compliance across all customers, you will collaborate and own the deployment and upgrade schedule with the TechOps Teams.

Responsibilities:

• Collaborate with the project delivery and sales organization to ensure timely customer deployments while aligning technical capabilities and standardization of our SaaS solutions
• Align and schedule resources according to customer requests and internal prioritization
• Maintain version history and planning for Cloud Customer installation and upgrades
• Track time spent on service requests, installations, and customer support to report  to  stakeholders.
• Support project organizations in submitting and completeness of requests for services.
• Ensure team members are aware of scheduled items and are able to complete them as planned.
• Support team knowledge management and information organization activities.
• Manage and review KPIs around time use and optimization of activities and services.
• Be liason on behalf of TechOps to our customers, sales and project teams delivering SaaS products.

 Skills needed:

• Experience in project management, capacity planning, and task scheduling.
• Experience working with Jira and ServiceNow.
• Expert understanding of containerization, AWS, AZURE and SaaS
• Expertise in regulated environments i.e. GMP
• Strong understanding of API and background in software integrations
• Preferred knowledge and experience with MES and/or PAS-X
• Ability to coordinate projects across various levels
• Collaborative and inclusion driven team player
• Experience working with global teams across various times zones
• Has experience with knowledge management
• Good understanding of software release processes and SaaS deployments
• Expert IT knowledge required (Linux, TCP/IP, VPN, Routing, Firewall)

Soft Skills:

• Excellent communication skills in English language.
• Strong problem-solving skills and attention to detail.
• Excellent communication and teamwork abilities.
• Ability to work in global team environments.
• Strong project management skills and experience with executive communications
• A “we” versus “me” mindset.
• Strong resilience and ability to stand your ground in a fast-paced environment.
• Ability to work independently and entrepreneurial attitude
• Good customer advocacy
• Must be able to communicate with customers and teams in multiple regions.
• High attention to detail, following governance and documentation guidelines
• Strong problem management skills
• Ability to quickly understand technology stacks of customers
• Track record of ownership, showing responsibility and accountability

Qualifications:

Education: Bachelor’s degree in computer science, Information Technology, or equivalent.

Experience:

• Minimum of 10 to 12 years of experience in similar role.
• Hands-on experience with major cloud platforms (AWS, GCP, Azure Cloud).

• Proficient in 2 LANGUAGEs (Japanese, English, French, German, depending on Region)

Preferred Qualifications:

• Certifications: AWS Solutions Architect, Azure Solutions Architect Expert, CCNA are plus

Your working environment at Koerber

Koerber Business Area Pharma is the leading international provider of Manufacturing Execution Systems (MES) and Manufacturing IT solutions for the pharmaceutical and biotech manufacturing industry. The first in class PAS-X software offering allows our customers to control and record the making of life-saving therapies to ensure the best possible business and patient outcomes. We are seeking talented individuals as we look to transform our business and products to meet the constantly shifting demands of the ongoing revolution in factory digitization and automation.

Your benefits

• You will work in a modern work environment with open culture towards improvements and new ideas
• You are part of a global operating company with a wide customer base and a growing business
• You profit from international cooperation within a group-expert network to implement corporate wide concepts
• You will work in a team who focuses on customer requirements with a cloud first mindset and vision.
• You will get an attractive compensation package including health, dental, vision insurance and retirement plan.

Can you find yourself in this profile?

Then you are right at Körber. We are looking forward to getting to know you!

Visit us at https://www.koerber-pharma.com/