TOPAZ Technologies

Role Description TOPAZ is seeking a relationship-driven Account Manager to own and grow our existing client base primarily across the US and Canada. This role is focused on the health of our current accounts: strengthening relationships, ensuring successful renewals, and identifying opportunities to expand the products and services clients already rely on. You will serve as a trusted advisor to a portfolio of existing pharmaceutical, biotech, university, government, and private research clients, working closely with Client Support, Professional Services, and Sales to ensure clients realize ongoing value from their partnership with TOPAZ. Qualifications - 5 years of experience in account management, customer success, or software sales, ideally within research, pharmaceutical, or academic software environment. - Proven track record of managing renewals and driving measurable retention or account growth outcomes. - Strong relationship-building abilities in establishing and fostering long-term key client relationships. - Skilled at negotiating contracts and renewal terms with existing clients. - Ability to interpret account health and usage data to identify risk and growth opportunities early. - Ability to identify and articulate ROI and business value to stakeholders. - Outstanding communication skills, including verbal, writing, presentation, and active listening. - Proficiency with CRM systems for tracking pipeline, account activity, and reporting. - Strong organizational skills, with the capacity to track and report on various activities. - A disciplined professional who sets and maintains a high standard, with excellent time management, organizational, and interpersonal skills. - Able to work independently as well as part of a larger team. - Results oriented, with a positive outlook. - Bachelor's degree or equivalent experience. Requirements - Experience in the biomedical research industry and related processes. - Proficiency with common CRM platforms (Salesforce, HubSpot, or similar). - Awareness of AI adoption trends within the biomedical research industry. - Existing relationships in the biomedical research market. Benefits - Competitive base salary plus commission structure. - Comprehensive benefits package (health, dental, vision, paid time off, retirement plans, etc.). - Collaborative, growth-oriented team culture. - Opportunity to use cutting-edge AI technology to build client-facing tools and processes, within established GRC controls. - The opportunity to own and grow a portfolio of established client relationships. Travel Occasional travel is required for this position, up to approximately 15%, to client locations, industry events, and company meetings. Work Authorization US work authorization is required. We are currently not able to sponsor visas for this or other roles. Worker Type Regular: Remote Equal Opportunity Employer TOPAZ Technologies is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Role Description TOPAZ is seeking a Client Support Consultant to provide hands-on, day-to-day software support to our client base of research institutions, pharmaceutical companies, universities, and government agencies. This is enterprise software support with a distinct level of complexity: - Every client configures TOPAZ Elements differently to match their institution's unique regulatory and operational requirements. - No two support cases look alike. - Success is built through hands-on casework and true mastery of the product. You will work closely with Professional Services and Development to resolve client issues, joining a team that genuinely supports one another through a demanding but rewarding role. Qualifications - 5+ years of experience in client-facing software support, ideally supporting enterprise software projects. - Comfortable operating in a role where client environments vary significantly. - Strong aptitude for learning quickly and genuine curiosity for exploring the software thoroughly. - Strong troubleshooting and problem-solving skills. - Excellent teamwork, communication, and client relationship skills. - Ability to work in a fast-paced environment while managing a demanding caseload. - Proficiency with case and issue management systems. - Strong attention to accuracy and detail. - Experience working closely with software developers, product managers, quality assurance, and implementation teams. - Willingness to learn and adopt AI-assisted tools. Requirements - Develop deep working knowledge of TOPAZ Elements and learn the specific configuration, history, and operating context of each assigned client. - Resolve product issues by clarifying the client's inquiry, determining the cause of the problem, and selecting and explaining the best solution. - Serve as a client advocate in maintaining, prioritizing, and communicating the queue of client-reported issues. - Build sustainable relationships and trust with client accounts. - Maintain accurate client records by updating account and case information. - Work closely with Professional Services, Software Development, Quality Assurance, and the Product Owner. - Provide software support to TOPAZ clients through email, phone, and video conferencing. - Other duties may be required from time to time. Benefits - Competitive compensation and comprehensive benefits package (health, dental, vision, paid time off, retirement plans, etc.). - A collaborative team that shares knowledge openly and supports one another through complex client issues. - The opportunity to build deep expertise across a range of enterprise research environments. Company Description TOPAZ Technologies is a leading provider of software solutions for the biomedical research industry. With a solid foundation of clients from the pharmaceutical, biotech, university, government, and private research disciplines, TOPAZ is focused on strengthening its position in the continually advancing biomedical research industry.