Technical Account Representative
2 weeks ago
Responsibilities
- Work with UWorld staff and university/district/school personnel to define project priorities, success criteria, and effectively manage priorities to ensure successful launch of UWorld implementations
- Coordinate customer data setup and monitoring of data transfers
- Monitor implementation plans, ongoing product usage and act as a coordinator for all aspects of each customer implementation including our Early Adopter and Pilot programs
- Identify best practices to improve customer communications related to product implementation
- Monitor progress of customer onboarding and post-launch activities. When needed, alert stakeholders and UWorld staff of launch readiness blocks, and implement solutions or workarounds during on-boarding and post-launch for high priority issues
- Create standardized implementation procedures and training documents
- Provide customer-facing launch training and ongoing support for UWorld learning platform and faculty tools
- Assist in quality assurance and testing of newly released online product and platform features
- Compile ongoing customer usage, performance, and other data to determine efficacy of customer implementation
- Support the sales team in monitoring contract renewal opportunities
Basic Qualifications
- Bachelor's in Business, Sciences, Communications or related field required
- 3-5 years experience in customer service or product support
- Excellent verbal and written communication skills with the ability to call, connect and interact directly with both technical and non-technical customers
- Experience in delivering online or face-face product training and support
- Experience gathering data, summarizing and presenting relevant information to internal and external customers, online and in-person
- Experience successfully organizing, prioritizing and managing simultaneous projects
- Proficient with Microsoft Office and Google Suite
- Knowledgeable about the application of educational technology in the classroom
- Digital product implementation or support experience
- Experience working in public or private school, district or university environments
COMPENSATION AND BENEFITS:
- Competitive compensation based on experience with annual bonus opportunity
- Hybrid schedule of 1 day Remote
- Excellent work life balance
- Paid time off (based on sliding scale according to hire date and work hours)
- Generous paid holiday schedule that includes the entire week of Christmas off
- Comprehensive benefits package (medical, vision, dental, life, disability)
- 401(k) plan for retirement with 5% employer matching (eligibility after 90 days of employment)
- On-site group fitness classes & relaxed work environment
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