Company Information Clinical ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical ink is rewriting the clinical development experience. Job Description Clinical ink is seeking a Sr. Product Support Specialist to join our Product Support team based remotely across the United States! The Sr. Product Support Specialist will be responsible for analyzing and resolving escalated issues with a focus on critical and high-priority issues. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience supporting eCOA systems and connected devices. The Sr. Product Support Specialist's responsibilities will be to: - Analyze and resolve Tier II and III and escalated issues with a focus on critical and high priority issues over 24 hours old - Provide exceptional Tier III technical assistance and support to external and internal users; act as back up to Tier II agents as needed - Collect detailed information to categorize requests to determine the best method of resolution - Research issues to determine if it is a persistent bug within the application; document bugs in bug tracker with all relevant information found during research and provide reproducible steps - Create and maintain ticketing system reports and dashboards to ensure accurate metrics and improve visibility - Communicate urgent issues and escalate as appropriate and as needed - Handle all escalated tickets as logged in the Triage Tracker - Work in conjunction with Management to create new internal processes and continuously improve existing ones to ensure a positive end-user experience - Act as a mentor and subject matter expert (SME) for Tier II agents, providing assistance and on-the-job education as needed - Manage departmental “living documentation” in the form of knowledge base, and update Work Instructions as needed - Provide assistance with root cause investigations, as needed - Provide technical training to new agents - Lead weekly technical training sessions and Customer-Centered Concierge calls - Work with and as a team, to provide world class support to our end-users and customers - Provide on-call support, as needed - Perform other duties and projects as needed and/or as assigned Qualifications - Associate’s degree and at least 5 years’ experience in a busy, customer-focused IT support role - Superior customer service skills - Ability to work and delegate work in high-pressure situations for optimum efficiency and team performance - Excellent oral and written communication skills; strong analytical abilities - Experience troubleshooting various software applications/hardware - Experience utilizing a ticketing system - Superior knowledge and understanding of eCOA systems and connected devices, particularly blood glucose monitoring systems - Knowledge of Windows 10 and 11 Additional Information Clinical ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. www.clinicalink.com ​

ABOUT THIS ROLE As a Technical Account Manager at Kibo, you will be the go-to technical expert for customers, guiding them through setup, troubleshooting, and optimization to ensure they get the most out of Kibo’s products. You will bridge the gap between the customer and internal teams, manage technical issues, and provide proactive advice to prevent future problems. ABOUT KIBO Kibo Commerce is a composable digital commerce platform for B2C, D2C and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences. We are the only modular, modern commerce platform that supports experiences spanning eCommerce, Order Management, and Subscriptions. Merchants like Zwilling, Ace Hardware, and Jelly Belly trust Kibo to bring simplicity and sophistication to commerce operations and deliver experiences that drive value. Kibo’s expertise and cutting-edge innovation has been recognized by Forrester, Gartner, Internet Retailer, and TrustRadius, and was cited as a Strong Performer in The Forrester Wave™: Order Management Systems, Q2 2023, and named a leader in The Forrester Wave™: B2C Commerce Solutions, Q2 2022. By joining Kibo, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support Kibo’s commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. If you’re seeking a unique challenge with amazing growth potential, then come work with us! WHAT YOU’LL DO - Act as the main technical point of contact for key strategic customers, bridging communication with internal teams - Guide customers on product adoption and use, and troubleshooting to maximize performance - Manage critical technical issues by working with engineering, support, and product teams for quick resolution - Conduct regular check-ins to assess performance, address risks, and recommend optimizations - Build strong product knowledge to advise on best practices and custom configurations - Collaborate with Customer Success and Sales to support customer satisfaction, renewals, and growth - Develop technical documentation, training, and onboarding resources to support customer understanding - Monitor customer usage to proactively identify trends or potential issues - Advocate for customer needs and feedback to influence product improvements

ABOUT THIS ROLE As a Senior Technical Account Manager at Kibo, you will be the go-to technical expert for customers, guiding them through setup, troubleshooting, and optimization to ensure they get the most out of Kibo’s products. You will bridge the gap between the English and Spanish languages, diverse audiences, customer and internal teams, manage technical issues, and provide proactive advice to prevent future problems. ABOUT KIBO Kibo Commerce is a composable digital commerce platform for B2C, D2C and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences. We are the only modular, modern commerce platform that supports experiences spanning eCommerce, Order Management, and Subscriptions. Merchants like Zwilling, Ace Hardware, and Jelly Belly trust Kibo to bring simplicity and sophistication to commerce operations and deliver experiences that drive value. Kibo’s expertise and cutting-edge innovation has been recognized by Forrester, Gartner, Internet Retailer, and TrustRadius, and was cited as a Strong Performer in The Forrester Wave™: Order Management Systems, Q2 2023, and named a leader in The Forrester Wave™: B2C Commerce Solutions, Q2 2022. By joining Kibo, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support Kibo’s commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. If you’re seeking a unique challenge with amazing growth potential, then come work with us! WHAT YOU’LL DO - Act as the main technical point of contact for key strategic customers, bridging communication with internal teams - Guide customers on product adoption and use, and troubleshooting to maximize performance - Manage critical technical issues by working with engineering, support, and product teams for quick resolution - Conduct regular check-ins to assess performance, address risks, and recommend optimizations - Build strong product knowledge to advise on best practices and custom configurations - Collaborate with Customer Success and Sales to support customer satisfaction, renewals, and growth - Develop technical documentation, training, and onboarding resources to support customer understanding - Monitor customer usage to proactively identify trends or potential issues - Advocate for customer needs and feedback to influence product improvements

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As an Industry Solution Manager (Machine Tool) at MEAU, you will drive CNC market growth across the Americas by developing and strengthening strategic relationships with OEMs, Machine Tool Builders (MTBs), dealers, importers, and end users. Serving as the primary commercial and technical liaison, you will promote MEAU CNC and Industrial Automation (IA) solutions throughout the machine tool ecosystem. In this role, you will collaborate closely with our Global Industry Solution group, Marketing, and Service teams to execute strategies that support vertical market expansion, enhance customer satisfaction, and identify new opportunities within key accounts. You will deliver market intelligence, shape customer engagement initiatives, and ensure alignment between MEAU and industry partners nationally and internationally. Qualifications - Strong background in CNC and machine tool operation. - 3+ years of experience in Account Management, Sales, or Marketing involving CNC and Industrial Automation products. - Self-driven sales professional with experience in strategic and value-based selling. - Strong report writing and communication skills. - Proficiency with standard PC applications (Microsoft Office Suite). Requirements - Maintain and strengthen relationships with MTBs, dealers, and key accounts through proactive communication and regular on-site visits. - Develop compelling value propositions for MEAU CNC and Industrial Automation technologies, driving new business and expanding existing relationships. - Serve as the primary point of contact for assigned accounts, partnering with MTB and dealer sales teams to capitalize on business opportunities. - Monitor industry trends and competitor activity, presenting value-added strategies and insights. - Communicate key customer requirements and account expectations to management for strategic alignment. - Identify product specification needs and collaborate with marketing to support product development. - Maintain comprehensive knowledge of CNC, Robot, PLC, Servo, VFD, and HMI applications, including operation, programming, maintenance, and engineered solutions. - Act as escalation point for advanced technical issues when frontline teams require additional support. - Follow up on technical claims and training requests to ensure customer satisfaction. - Manage quotations, leads, and opportunity pipelines in Salesforce, ensuring accurate forecasting and reporting. - Track customer open orders, inventory levels, and machine installation bases across MTBs, distributors, and key accounts. - Administer financial adjustments — credits, discounts, extended warranties — within company guidelines. - Report lost business, identifying root causes such as pricing, features, service gaps, or competitive offerings. - Monitor and summarize technical claims in monthly reports, highlighting trends and actionable insights. - Stay informed on open technical issues and coordinate support resources for timely resolution. Benefits - Health, dental, and vision insurance (with multiple plan options). - Competitive 401(k) with company match. - Paid vacation plus 13 paid holidays including floater holidays. - Tuition reimbursement. - FSA, life insurance, dependent life insurance. - Short- and long-term disability. - EAP, employee discounts, and pet insurance. Travel Requirements Up to 50% travel, including customer meetings, presentations, trade expos, dealer events, and support activities across North America and abroad. Compensation Expected Salary: $125,000 – $140,000 (exempt). Final compensation based on experience, skills, and market factors. Location Home-office based, anywhere in the United States. Why Choose MEAU? - A team of highly skilled professionals dedicated to innovation and technological leadership. - An organization committed to transparency, communication, and employee engagement. - A culture that supports professional development, in-house training, and continuous improvement.