Job description
The Technical Account Representative will work with the Technical Account Manager, internal and external customers to ensure the successful implementation of UWorld products and services. Day-to-day responsibilities include operational aspects of product fulfillment, the customer on-boarding experience, product training and support, data collection and reporting, and providing excellent customer service. Technical Account Representatives are customer oriented, tech-savvy, and the client’s main post-sale point of contact. The best candidate for this role is proactive, committed to outcomes, and possess a strong work ethic.
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
- High School Diploma/GED
- 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.
Preferred Qualifications
- Digital product implementation or support experience.
- Experience working in public or private school, district or university environments.
- 2-4 Years of post-secondary education.
COMPENSATION AND BENEFITS:
- Competitive compensation based on experience with annual bonus opportunity
- Hybrid schedule of 1 day Remote and 4 days on-site
- 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
At UWorld, we believe strength is derived from the talents, ideas, and experiences of a diverse workforce. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected class. UWorld is proud to be an equal opportunity employer providing a drug-free workplace. If you have a disability or special need that requires accommodation, please let us know.
