Client is representing a leading international provider of manufacturing execution systems and manufacturing IT solutions for the pharmaceutical and biotech industries. The organisation supports customers in delivering high-quality, compliant and reliable operations through software that helps them control and record the production of life-saving therapies.
With a strong cloud-first mindset, the business brings together product support, cloud engineering, deployment and customer operations to deliver resilient and customer-centric service. Its culture is open, collaborative and entrepreneurial, with a clear focus on innovation, continuous improvement and empowering people to reach their full potential. Employees work within a global network, contributing to solutions that help customers meet the demands of a rapidly evolving, highly regulated manufacturing landscape.
The Technical Account Manager will act as a key technical advisor and solution designer across sales, implementation and ongoing account support. Working closely with sales, project delivery and TechOps teams, you will translate customer requirements into practical technical solutions and help ensure SaaS deployments are delivered in a timely, standardised and compliant way.
A core part of the role is coordinating deployment and upgrade activity, maintaining version history and release planning, and ensuring n-1 release compliance across customer accounts. You will also align resources to customer needs and internal priorities, track time spent on service requests and support activities, and help improve knowledge management and operational reporting. As the main liaison between TechOps, customers and internal stakeholders, you will support issue resolution, governance and collaboration across global teams in a fast-paced environment.
10–12 years’ experience in a similar technical account, project or operations role
Strong background in project management, capacity planning and task scheduling
Hands-on experience with Jira and ServiceNow
Solid knowledge of cloud platforms, containerisation and SaaS
Experience in regulated environments, ideally GMP
Strong understanding of APIs and software integrations
Good knowledge of software release processes and IT infrastructure [Linux, TCP/IP, VPN, routing, firewall]
Fluent English and Japanese preferred
