Professional Services Manager

January 29, 2018 - March 30, 2018
Location:Salt Lake City, UT
Employment Type:Full Time
Description:About MasterControl

MasterControl Inc. creates software solutions that enable life science and other regulated companies to deliver life-improving products to more people sooner. The MasterControl Business Excellence Platform (BxP) accelerates ROI and increases efficiencies by automating and securely managing critical business processes throughout the entire product lifecycle. More than 1,000 companies worldwide, ranging in size from five employees to tens of thousands, rely on MasterControl BxP cloud solutions to automate processes for new product development, clinical, regulatory, quality management, supplier management, manufacturing and post-market surveillance. MasterControl solutions are well-known for being scalable, easy to implement, easy to validate and easy to use. For more information,


The Professional Services Manager will be responsible for managing the processes and personnel necessary to ensure the best practice implementation of MasterControl is deployed by our customers. Activities include the quality delivery of technical and architectural services, quality process consultation, software configuration, software validation and education/training services. Along with implementing and executing best practice processes, the manager will be responsible for the development of viable and affordable service offerings.

The Professional Services Manager is an active member of the Services and Corporate leadership teams and will participate in strategic initiatives within the department as well as with cross departmental initiatives as assigned. A key focus of the position is to enable staff and partners with the proper resources, tools and processes to maximum value to the customer. The success of this role is ultimately measured through product adoption, license sales, renewal of subscriptions and customer references/loyalty. These objectives are generally accomplished by focusing on quick project turnaround, predictable and well managed costs, careful project backlog management, consistent process improvement and well-designed offerings. Finally, the Professional Services Manager is responsible for the timely resolution of issues directed to them from employees and customers (internal & external).

Develop, maintain and enable the distribution of all Professional Services best practice materials necessary to meet our near-term and long-term strategic objectives.
Ensure that all employees have the necessary equipment, facilities and tools to perform their work. Ensure that employees all are properly trained to deliver the appropriate services to all customers.
Manage the Professional Services team capacity levels and resourcing processes necessary to meet both quality and customer timelines.
Document and implement processes to provide customers with best practice methods necessary for success.
Reinforce the need for accurate and meaningful communication of software issues from the field to our support and product teams.
Create and maintain strong working relationships of trust with customers, partner and coworkers. Follow up quickly with customers or partners on any complaints or escalations.
Execute the measurement and reporting of customer success and loyalty
Follow company policy for expense reporting and gaining approval from management for departmental purchase requisitions. Provide coaching to team members either remotely or at customer locations as necessary
Provide reports on Professional Services group key performance metrics regarding delivery cycles times, customer satisfaction, and product adoption.
Meet periodically to conduct business with other MC personnel as it relates to internal issues/initiatives and conduct business within the Professional Services group necessary for the continuity of the group
Create and manage to a budget for all responsible lines of revenue within the Services organization.
Work closely with the sales organization to support the successful close of sales to new and existing customers. Create Statements of Work, when necessary. Identify and improve processes to help sales.
Create and maintain relationships with key customer accounts.
Provide active leadership to team members and represent the company to customers/partners
Other duties as needed


Ability to communicate effectively in writing, in person, via video conferencing telephone and via e-mail
Ability to work with software systems that support our services infrastructure. Experience with a PSA system and office tools is preferred. Ability to work non-standard hours as necessary or required.
Ability to maintain a connection between the other Professional Services consultants and SVP Services through remote communication technology. If remote, must be able to travel to headquarters in SLC at least one time per quarter

S. Business/Science required, (or equivalent experience)
At least 3-5 years' experience in manufacturing/quality or regulated industry
Previous management and leadership experience.
Mastery of financial and operational planning, budgeting, coordination, and task prioritization skills
Extensive knowledge of MasterControl and how to implement the software is required
Ability to speak authoritatively on behalf of MasterControl and evaluate client situations and present solutions
Ability to present Best Practice recommendations within the Life Science and ISO regulated industries
Excellent communication, organization, and interpersonal skills
Analytical and problem solving skills
Proven success working in a dynamic, fast-paced team environment

Why Work Here?



MasterControl is a place where Exceptional Teams come together to do their best work. Hiring Exceptional Teams, including the best talent in our industry, is a core value of ours. MasterControl employees are surrounded by intelligent, motivated individuals every day. We like to call it #TheBestTeamOnThePlanet.

We value every employee and their contribution to what makes MasterControl successful. We give right back to the employee through a generous benefits package, great flexibility, and continuous opportunities for advancement.

Not only do we hire Exceptional Teams, but we work hard to keep them here by developing and challenging their skillsets, encouraging professional development and growth, and offering a culture that can't be found elsewhere. Which is why we say - #WhyWorkAnywhereElse?

To put it simply, working at MasterControl is fun, challenging, and rewarding. From our Fitness Clubs to our awards programs, from our company parties to our competitive benefits, you can't really go wrong. MasterControl could be your next (and last) career move!

We are growing quickly and always looking for talented individuals to add to #TheBestTeamOnThePlanet!

Here are some of the benefits MasterControl employees enjoy:

Generous PTO package of three weeks, increasing after just three years of employment
Competitive compensation with annual merit increase reviews
100% medical premium coverage (yes, you read that right!)
Dental/Vision Plans
401k Plan
Employer Paid Life Insurance Policy ($50K)
Great Flexibility
Wellness Programs (every employee gets a Fitbit!)

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

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.
Click Here to Download Complete Job Description

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