Model N

QA Engineer

• Support end-to-end SDLC activities to ensure solutions align to business objectives and meet defined functional and quality standards.
• Lead requirements elicitation and documentation, analyse business processes, and facilitate requirement reviews and approvals.
• Partner with stakeholders and technical teams to define and validate solution approaches, ensuring design alignment.
• Own test planning and execution, including test case development, defect management, validation of fixes, and support for regression and UAT.
• Ensure overall solution readiness and quality prior to release.

Senior Consultant – BA/QA

Manager

• Own and manage Application Services delivery, including L2/L3 support, App Maintenance, and enhancements for assigned accounts.
• Act as the single point of accountability for service outcomes, ensuring adherence to agreed SLAs, KPIs, and customer experience indicators.
• Lead service governance activities including weekly/monthly service reviews, operational reviews, and support for QBRs.
• Oversee ITSM processes including Incident, Problem, Change, Request, and Release Management.
• Manage major incidents by coordinating resolution efforts, stakeholder communication, root cause analysis (RCA), and preventive action tracking.
• Partner closely with Account Leadership to align service delivery with account priorities, risks, and improvement initiatives.
• Identify opportunities to leverage automation, AI-assisted analysis, dashboards, and process improvements to optimize effort, improve MTTR, enhance reporting quality, and strengthen service predictability.
• Manage, motivate, and guide cross-functional teams comprising support, development and QA resources.
• Ensure effective capacity planning, workload balancing, and skill alignment across the delivery team.
• Track service costs, effort consumption, and scope adherence to prevent unplanned or non-billable work.
• Proactively identify delivery, application, and operational risks and ensure timely mitigation actions.
• Support smooth onboarding of new applications and scope expansions into the Application Services model.

Manager – Service Delivery, SaaS - Application Services

Analyst

• Monitor application health and perform proactive checks during the US time zone
• Execute User Administration activities, including access provisioning, approval route configuration, and file placement in secured folders
• Manage the ticket queue, ensuring timely first response, SLA adherence, acknowledgements, and ongoing status updates.
• Own the Change Management lifecycle—creation, documentation, validation, and promotion across Build, Test, and Production environments.
• Coordinate and execute deployment activities in collaboration with Cloud Ops, Customer IT team, third party teams and internal teams.
• Drive clear and timely customer communications for approvals, production changes, and planned deployments.
• Act as the primary point of contact for customers, providing first-level information and status updates on tickets.
• Support QA activities across the Software Development Life Cycle (SDLC) including SIT and UAT support

Quality Analyst

Operations

• Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals
• Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility)
• Balance short-term stabilization needs with longer-term improvements in systems, data, and processes
• Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform
• Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions
• Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows
• Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity
• Partner with internal teams and external partners to maintain data integrity and system reliability
• Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practice
• Improve case intake, categorization, and routing to better align with product areas and team expertise
• Identify inconsistencies in how work is performed and introduce structure where it adds clarity and value
• Define and implement a core set of support metrics that reflect both operational health and customer impact
• Build reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain points
• Translate support activity into actionable insights for Product and Engineering
• Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teams
• Explore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support cases
• Identify opportunities to reduce friction in workflows while respecting the complexity of the work
• Introduce improvements incrementally, with a focus on adoption and real impact
• Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionable
• Help establish feedback loops that connect customer issues to product improvements
• Partner with leadership on prioritization of operational and product-related improvements
• Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growth
• Provide clarity, prioritization, and direction in an evolving environment
• Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnership
• Drive cross-functional collaboration by enabling teams with tools, insights, and scalable processes.

Manager, Support Operations

Backend Engineer

• Serve as L2/L3 support and senior escalation point for customer-reported data, integration, and application issues, ensuring compliance with SLA and service quality standards.
• Perform data-centric root cause analysis across raw data, parsers, application layers, and databases to resolve production incidents.
• Write and optimize complex SQL queries to analyze issues, validate data, perform corrections, and support customer requests.
• Troubleshoot and resolve issues related to data loads, exports, file processing, hierarchies, matching, and integrations.
• Support customer-specific configurations, data mappings, and custom business rules, particularly for High Tech / Semiconductor workflows.
• Assist with data fixes, reprocessing, reloads, and data migration activities in partnership with Engineering and Functional SMEs.
• Monitor system health, batch jobs, and data pipelines to proactively identify risks and prevent customer impact.
• Support new releases and feature rollouts through data validation, regression testing, and deployment support.
• Interface closely with Engineering, QA, Product, APM, CSM, and Infrastructure teams to drive timely and accurate issue resolution.
• Guide and mentor junior consultants on SQL, data troubleshooting, and support best practices.
• Create and maintain operational documentation, SOPs, data troubleshooting guides, and runbooks.
• Participate in post-incident reviews and continuous improvement initiatives focused on data quality, stability, and scalability.

Senior Technical Engineer, SQL, Java – Customer Support

Support Engineer

• Define, refine, and operationalize a set of support metrics that reflect both operational health and customer impact (not just volume and SLA)
• Build and maintain dashboards across the Microsoft Fabric ecosystem to provide visibility into:
• Support demand and trends
• Backlog health and case lifecycle
• Escalations and recurring issue patterns
• Evaluate the effectiveness of AI-enabled support capabilities, identifying where outputs are inaccurate, misleading, or fail to support complex support scenarios.
• Analyze support data to identify systemic product issues, friction points, and emerging risks
• Translate complex support activity into clear narratives and recommendations for Product and Engineering
• Partner with Customer Success (Gainsight) to ensure support data contributes meaningfully to:
• Health scores
• CSAT analysis
• Customer risk identification
• Partner with Support Ops and System Admin to improve:
• Case taxonomy
• Categorization accuracy
• Data completeness and usability
• Identify gaps in data capture and propose pragmatic improvements
• Act as a key partner to Support, Product, and CS teams in understanding support trends
• Support regular business reviews (weekly/monthly) with clear, insight-driven reporting
• Help establish feedback loops between support insights and product improvements
• Evaluate outputs from AI-enabled tools (e.g., Forethought, Agentforce) to:
• Assess accuracy and usefulness
• Identify opportunities to improve knowledge capture and insights
• Partner with Ops and Systems to ensure AI-generated data is measurable and trustworthy

Senior Support Operations Analyst – Power BI, Microsoft Fabric

System Administrator

• Serve as the primary administrator for the Support instance of Salesforce Service Cloud
• Own configuration including:
• Case lifecycle and status models
• Fields, layouts, and page design
• Routing and assignment logic
• Automation (Flows, validation rules, etc.)
• Product Additions (Organic or through M&A)
• Ensure the system reflects real support workflows, not idealized or overly rigid processes
• Continuously refine system structure to improve:
• Usability for support engineers
• Data quality and reporting reliability
• Alignment to product architecture and issue types
• Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows
• Own integrations between Salesforce and:
• Microsoft Fabric (data pipelines)
• Gainsight (support signals into customer health)
• Other tools (e.g., Slack, Jira, AI platforms)
• Partner with IT and data teams to ensure data integrity, reliability, and scalability
• Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:
• Case intake and triage
• Knowledge generation
• Workflow augmentation
• Ensure AI enhances—not degrades—the quality of complex support interactions
• Establish guardrails and monitoring for AI-driven workflows
• Partner with:
• Support Ops Manager (workflow and process design)
• Support Ops Analysts (data structure and reporting needs)
• IT Salesforce team (alignment with broader SFDC governance)
• Establish best practices for change management, release cycles, and system governance

Principal System Administrator, Salesforce Service Cloud

Product Manager

• Own the RIG's product roadmap and sprint output — Define what the team builds, in what order, and why. Translate customer pain and market opportunity into clear, testable product increments. Be accountable for what ships.
• Operate as a player-coach — Lead by doing. Write requirements, run standups, unblock engineering, and get in front of customers in the same week. This is a lean team where the leader sets the pace.
• Drive the two founding initiatives — Lead product execution on Gross-to-Net automation and IRA Navigator (340B ceiling price management, MFP effectuation, and duplicate discount detection). Develop deep domain expertise in government pricing compliance; become Model N's internal authority on these workflows.
• Define the RIG's operating model — In close partnership with the CPO and the broader product organization, establish the RIG's charter, ceremonies, and interface with core product squads. Design for speed without sacrificing quality or alignment.
• Integrate agentic development methods — Champion the use of AI-assisted and agentic development tools within the team. Model N is actively building its BMAD (agentic development) capability; the RIG is the proving ground. You do not need to write code, but you need to understand what these tools can do and how to structure work to take advantage of them.
• Maintain a tight customer feedback loop — Identify and engage design partners for each RIG initiative. Bayer is an active design partner on IRA Navigator. Build the relationships and processes to get real customer signal before, during, and after each release.
• Coordinate with the core product organization — Ensure RIG output integrates cleanly with Model N's product platform and roadmap. Communicate what the team is building, what it has learned, and what is coming next — keeping the CPO and cross-functional stakeholders aligned without creating bureaucratic overhead.
• Represent RIG initiatives externally — Join customer and prospect conversations to validate product direction, communicate the roadmap, and build market credibility for new capabilities.

Senior Director of Product Management, Rapid Innovation Group

Financial Planning and Analysis

• Partner with FP&A business partners to roll up company-wide budgets, forecasts, and actuals into a consolidated enterprise view.
• Maintain and enhance the enterprise financial model serving as the foundation for consolidated reporting and capital planning.
• Ensure alignment of revenue, expense, and cash flow assumptions in collaboration with Accounting and BI.
• Own and continuously refine the company's multi-year long-range planning model.
• Develop scenario and sensitivity analyses to evaluate growth, margin expansion, capital allocation, and risk trade-offs.
• Translate strategic initiatives into financial outcomes within the LRP framework.
• Lead financial modeling for acquisition opportunities, including valuation analysis and pro forma impact assessment.
• Support due diligence and integration planning from a financial perspective.
• Incorporate acquired entities into consolidated forecasts and long-range planning.

Senior Manager, FP&A

Controller

• Provide global leadership and oversight for accounting close, internal control and consolidation processes
• Own payroll function, including international subsidiaries, global accounts payable, fixed assets, prepaids, accounts payable, accruals and equity administration.
• Develop relationships with auditors and tax service providers in US and internationally
• Provide thought leadership for systems implementation and integration (ERP, Expense Reports, PR/PO systems, AP module, equity accounting and administration for private sector, payroll)
• Works cross functionally to update and maintain operational policies, such as Travel and Expenses
• Keep accounting policies up-to date (e.g. Fixed Assets and Prepaids etc.)
• Continuously strive to increase productivity in accounting organization, encourage use of AI in business processes and as work efficiency tools.
• Review, interpret and develop diverse policies to ensure compliance with company policies and US GAAP.
• Manage and comply with local, state, federal and international government reporting requirements and tax filings.
• Develop and document business processes and accounting policies to maintain and strengthen internal controls.
• Design financial statements flow and work closely with FP&A team to support the preparation of monthly and quarterly group financial statements to be included in Model N’s periodic reporting packages including balance sheets, statements of operations and statement of cashflows.
• Drive to continuously improve the accounting and reporting process, identify and implement efficiency and automation across the accounting function.
• Work with business teams, FP&A, IT, Legal and other departments to further develop policies and processes surrounding the operations and capital expenditures.
• Work with business partners to improve accuracy and timeliness of inputs for key financial processes
• Lead Model N’s Accounting team of 4 US and 4 offshore employees, enhancing a high-performance team and culture.
• Project manage special projects as necessary.

Assistant Controller, Director of Accounting

General Counsel

• Draft, negotiate, and manage technology transactions and commercial contracts, including Master Subscription Agreements, SaaS Order Forms, Statements of Work, Data Processing Agreements, OEM agreements, technology licensing agreements, and vendor/partner agreements.
• Lead and support complex negotiations with enterprise customers and strategic partners in the life sciences (pharma, medtech) industries.
• Collaborate with the General Counsel and outside counsel on complex matters across practice areas, and help manage Model N Legal Operations team members as the department scales.
• Leverage AI tools and legal technology to drive efficiency across contract lifecycle management, legal research, and document review; champion automation and self-service solutions to scale legal support without proportional headcount growth.
• Develop and maintain contract templates, playbooks, and standardized processes to improve consistency and reduce cycle times.
• Serve as a trusted advisor to Sales, Customer Success, Finance, Product, HR, and other stakeholder leadership, advising on deal structuring and risk allocation, translating legal risk into business terms, and helping find creative paths forward.
• Partner with Product and Engineering teams on new product launches, feature development, terms of service, and go-to-market legal requirements.
• Support the company’s privacy program in partnership with the DPO, including advising on GDPR, CCPA, and other data protection requirements, reviewing customer data commitments, and assisting with privacy impact assessments.
• Support IP strategy and protection of Model N's technology platform and proprietary tools and assets.
• Play a key role in acquisition due diligence, transaction execution, and post-close integration; support preparation for a potential strategic transaction or exit, including data room organization, disclosure schedules, and buyer diligence.
• Assist with commercial disputes, customer escalations, and pre-litigation resolution.
• Advise HR on employment-related matters, including offer letters, separation agreements, employee policies, workplace investigations, and compliance with federal and state employment laws.
• Partner with the General Counsel to oversee the procurement function, including supervising a procurement team member and managing day-to-day procurement operations.
• Partner with the General Counsel to manage the ESG function, including supervising a dedicated ESG team member and assisting in day-to-day program operations. Scope includes policy development, reporting and disclosure, supply chain diligence, and cross-functional coordination to advance Model N's environmental, social, and governance objectives.

Senior Corporate Counsel

Product Marketing

• Define and execute go-to-market strategies in partnership with Product Management, Revenue Operations, and Sales Enablement.
• Develop compelling positioning, value messaging, and launch plans to drive adoption and growth.
• Refine and optimize messaging to support customer satisfaction and retention.
• Create impactful content for demand generation, product initiatives, and brand awareness.
• Deliver messaging and collateral including persona value frameworks, website copy, webinars, case studies, and thought leadership content.
• Prepare executive-level presentations for sales, strategy, Customer Advisory Boards, and industry events.
• Equip Sales, Solutions Engineering, Customer Success, and Professional Services with the right tools and training to win deals and expand accounts.
• Own the go-to-market execution of new product introductions.