Job description
Company Description
When you join Renaissance®, you join a global leader in pre-K–12 education technology! Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom.
Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.
Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.
Job Description
The Technical Support Account Manager for our eduClimber product provides accurate and responsive service and support to Renaissance’s internal stakeholders in Customer Success, Sales, Data Integration, etc., and strategic/statewide accounts who have purchased Technical Account Management (Tier 1, Tier 2, or State).
The TSAM will build strong relationships with key customer stakeholders (account administration) and internal stakeholders (Customer Success, Sales, Data Integration, etc.). The TSAM will enjoy a fast-paced, analytical, technical environment while dedicating their time toward the account portfolio’s Customer Support needs.
As a Technical Support Account Manager for our eduClimber product, you will:
- Assist in providing accurate and responsive service and support to Renaissance’s internal stakeholders.
- Communicate (via clear, concise instructions) with customers via email to answer questions and/ or troubleshoot issues.
- Apply training and resources to provide solutions to the problems presented.
- Work closely with customer stakeholders; Maintain a thorough understanding of the customer’s implementation, expectations, and desired Customer Support experience.
- Maintain core expertise of all Renaissance products, services, and processes for effective support of TSAM customers.
- Adhere to high-profile case management and project guidelines and exceed expected levels of TAM Success Metrics.
- Proactively taking on additional tasks and projects that could be complex in nature.
Qualifications
As a Technical Support Account Manager for our eduClimber product, you should have:
- High school diploma/ GED with 2+ years of experience providing technical account management support. OR Equivalent combination of education and experience.
- Cross-training in other Renaissance customer-facing departments, preferred.
- Some experience in workflow planning, troubleshooting issues and responding to customer inquiries.
- Some experience with Virtual system software.
- Some experience with Microsoft Office Suite (e.g., Outlook, Word, PowerPoint, Excel) and other computer applications.
Preferred skills:
- Some experience with MTSS (Multi-tiered Support System) program or initiatives
Additional Information
All your information will be kept confidential according to EEO guidelines.
Salary Range $24.52 - $33.80 This range is based on national market data and may vary by experience and location.
Benefits for eligible employees include:
- World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 12 Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need for the future!
EQUAL OPPORTUNITY EMPLOYER
Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.
REASONABLE ACCOMMODATIONS
Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.
EMPLOYMENT AUTHORIZATION
Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
For information about Renaissance, visit: https://www.renaissance.com/
