系統專案經理 Software Implementation Manager

The Software and Client Services Manager supports software implementation for clients in the Taiwan/APAC region. This is a client-facing role that requires strong communication skills, a solid understanding of internal PSC processes and client workflows, and the ability to identify client needs and deliver effective solutions using the ACE® software.
You will work closely with client SMEs and internal teams to implement, support, and continuously improve system solutions.

Job Responsibilities :

• Communicate with clients in Mandarin Chinese and coordinate project information and resource needs in English with the PSC Software® implementation team
• Gather and document business requirements, including current state, goals, and desired future state
• Lead discovery sessions and business process workshops; document and map system workflows
• Translate client business and quality requirements into system functionality
• Develop and maintain detailed project documentation and requirements
• Collaborate with customer success, product, implementation, and validation teams to ensure high-quality, on-time, and on-budget project delivery
• Monitor project effort and proactively escalate risks related to timeline or budget
• Serve as a subject matter expert (SME) for the ACE® system and provide post-implementation support in Mandarin or English
• Work with product and solutions teams to review new features and best configuration practices
• Configure the ACE® (eQMS) system to meet internal and client needs
• Prepare and deliver proof-of-concept demonstrations
• Support translation of system content, help pages, and marketing materials into Mandarin Chinese
• Provide technical or configuration support during and after sales demonstrations as needed
• Participate in company events and industry networking activities in Taiwan/APAC
• Follow and continuously improve internal quality systems with a focus on client experience
• Provide ongoing system support, training, and customer service as required
• Communicate client feedback and new feature requests to the development team
• Execute Installation Qualification (IQ) activities for internal and client systems
• Travel as required
• Perform other duties as assigned

本職務為負責台灣及亞太（APAC）地區客戶之軟體系統導入與客戶服務之專責角色，屬高度客戶導向（client-facing）職位，需能深入理解 PSC 內部作業流程及客戶端實務運作模式。
身為客戶第一線窗口，需具備良好溝通協調能力，能準確掌握客戶需求，並透過 ACE® 軟體提供合適解決方案，以提升客戶滿意度並達成專案目標。
本職務將與客戶端主責人員（SME）及公司內部軟體開發與導入團隊密切合作，共同優化系統功能與導入成效。

工作內容：

• 以中文與客戶溝通專案相關事項，並以英文與 PSC Software® 導入團隊進行專案資訊與資源需求之協調與溝通
• 蒐集並彙整專案相關商業背景資訊，建立專案基礎資料，包括問題定義、現況分析、專案目標、商業需求及未來系統藍圖等
• 主持需求訪談（Discovery Session）及流程討論會議，能清楚說明並繪製現行與未來系統流程與操作架構
• 分析並整合客戶之品質與業務需求，轉化為可於系統中落實之功能與設定
• 撰寫、整理並維護完整之專案需求與相關文件
• 與客戶成功團隊、專案經理、系統導入團隊及驗證工程師密切合作，確保專案於時程及預算內順利完成並維持導入品質
• 主動掌握專案進度，於發現工時或資源可能超出原先預估時，即時通報相關單位並共同研擬因應方案
• 擔任 ACE® 系統功能與技術主責人員（SME），於系統上線後視需求提供中、英文技術與功能支援
• 與專案經理及軟體解決方案工程師定期交流，掌握最新功能及系統設定最佳實務
• 依公司及客戶需求進行 ACE®（eQMS）系統設定與功能配置
• 規劃並建置系統概念驗證（Proof of Concept），協助展示 ACE® 系統之彈性與應用性
• 協助公司行銷資料、ACE® 說明文件、系統欄位及客製化內容之中文化作業
• 於業務開發展示期間及專案前後，視需求提供系統或技術層面之支援與建議
• 參與公司相關活動，拓展台灣及亞太地區生技／製藥產業人脈與合作機會
• 遵循並持續優化公司內部品質系統，兼顧服務品質與客戶體驗
• 視實際需求提供持續性技術支援、教育訓練及客戶服務
• 彙整客戶回饋與市場需求，回饋予開發團隊以持續優化 QMS 產品
• 執行 PSC Biotech 及客戶端系統之安裝驗證（Installation Qualification, IQ）相關作業
• 依專案需求配合出差
• 主管交辦之其他事項