MasterControl Japan

Account Executive

• Proactively identify and develop new business opportunities with prospective clients across regulated industries, including early-stage biotechs pursuing their first regulatory submission and established manufacturers seeking to modernize their quality management systems.
• Cultivate and maintain strong, trust-based relationships with key decision-makers and stakeholders, including Quality Directors, VPs of Regulatory Affairs, QA Managers, and executive leadership.
• Develop a thorough understanding of each client's quality processes, compliance challenges, and regulatory obligations, and clearly articulate how MasterControl's platform — including Document Control, CAPA, Training Management, Audit Management, and Change Control — addresses their specific needs and strengthens their overall quality posture.
• Design and deliver tailored sales presentations and product demonstrations that speak directly to the client's regulatory environment.
• Manage the full sales cycle — from proposal development and procurement navigation to contract negotiation and deal closure — while consistently meeting and exceeding revenue targets.
• Maintain accurate and up-to-date records of all pipeline activity, sales engagements, and account information within the CRM system.
• Provide management with clear, consistent updates on deal progression, account health, potential risks, and resource needs to support timely and informed decision-making.
• Partner with Implementation, Customer Success, and internal quality subject matter experts to facilitate a seamless customer onboarding experience and drive long-term satisfaction and retention.
• Maintain a strong pulse on industry developments, including regulatory guidance updates, emerging quality trends, and the competitive landscape, leveraging that knowledge to identify new opportunities and deliver meaningful value to clients.

Technical Account Manager

• Build and maintain consultative relationships with assigned Success Premium customers.
• Develop deep understanding of customer environments, including architecture, workflows, stakeholders, and risks.
• Translate customer context into tailored technical guidance that drives adoption and value.
• Proactively recommend features, configurations, and best practices aligned to customer goals.
• Identify and mitigate risks before they impact operations.
• Guide adoption of new capabilities that deliver measurable business outcomes.
• Orchestrate internal resources across Support, Engineering, Services, and Sales Operations.
• Partner with Operational TAMs to ensure continuity across proactive and reactive engagements.
• Demonstrate value and reduce risk to positively influence retention and renewal outcomes.

Strategic Technical Account Manager

Support Engineer

• Exceeding customer expectations by providing a tailored service experience.
• Identify and resolve customer issues via incoming calls, emails, etc.
• Provide customers with knowledge regarding software functionality and best practices.
• Identify and reproduce software defects for submission to development.
• Provide Customers with root cause analysis and in-depth troubleshooting.
• Meet and exceed Service Level Agreements through effective incident management.
• Writing Technical Documentation (i.e. Knowledge Base Articles).
• Contributes to the departments' Key Performance Indicators (KPI).
• Performs software implementation, installation, and upgrades to MasterControl customers.
• Updates and maintains reports for customers and key internal contacts.
• Provides backup support to other CSE team members.
• Works directly with escalation engineers to assure resolution of critical customer issues.
• Provide and participate in technical training and knowledge transfer for new or complex products.
• Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles.
• As directed, performs special projects.

Account Executive

Strategic Technical Account Manager

Customer Support Engineer