Job Description
Imagine a world where life-saving medicines and vaccines reach those who need them most, faster and more safely. At EXTEDO, this is not just a vision - it's our daily mission. We are driven by the profound responsibility to ensure that every treatment, every cure, and every vaccine reaches patients without unnecessary delays. Our work empowers health authorities and pharmaceutical companies around the globe to navigate the complex regulatory landscape with confidence, knowing they have a trusted partner in the life science industry for managing and streamlining regulated information - addressing every step of pharmaceutical product development.
When you join EXTEDO, you become part of something bigger. You become part of a team dedicated to protecting lives and advancing global health. The impact of your work will be felt by millions, as you help to accelerate the availability of medicines, ensuring they meet the highest safety standards before reaching the market.
- Client Relationship Management: Develop and maintain strong relationships with key stakeholders in major customer accounts. Act as the primary liaison between clients and internal teams, managing regular "Jour Fixe" meetings to align on progress and address concerns.
- Technical Expertise: Utilize broad IT knowledge, including proficiency in Windows, Linux, Elasticsearch, databases, networking, and disaster recovery planning (DRP), to provide technical guidance and support to clients.
- Escalation Management: Handle escalated technical issues and customer concerns, ensuring prompt resolution and maintaining a high level of customer satisfaction.
- Application Support: Oversee support cases and conduct regular Support Case Reviews. Collaborate closely with support and development teams to resolve reported issues and provide guidance on complex technical challenges to both internal and external teams.
- Training and Onboarding: Conduct training sessions for clients to ensure effective use of our support services, facilitating a smooth onboarding process.
- Feedback Loop: Gather client feedback and insights to inform product development and drive improvement initiatives, ensuring our solutions meet evolving customer needs.
- Documentation: Maintain comprehensive documentation of customer interactions, technical issues, and implementation details to ensure clarity and continuity.
- Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
- 5+ years of experience in a technical account management or similar role, particularly with large customers or public agencies.
- Strong understanding of IT architecture and infrastructure, including proficiency in Windows, Linux, Elasticsearch, databases, and networking.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Strong problem-solving skills and the ability to manage escalations effectively.
- Modern Working Conditions: Welcome to a relaxed and friendly work environment with an open-door policy. We understand the importance of work-life balance, offering flexible working arrangements.
- Personal & Professional Growth: With a comprehensive onboarding and training program, you will feel like part of the team from day one. We invest in your future with continuous learning and development opportunities, empowering you to grow your career while making a real difference and enjoying a collaborative environment.
- Passionate About People: You'll collaborate with a diverse team of experts from more than 20 nationalities who are united by a shared passion for innovation and excellence in healthcare. Join us in fostering diversity and equality for all! Be part of a team that values inclusivity and celebrates individuality. Together, let's create an environment where your ideas are heard and everyone can thrive.
- Wellbeing included! Enjoy regular company and team events, a canteen allowance, 30 days of vacation and a comprehensive occupational pension scheme.
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