Customer Care -Technical Account Representative

Requirements

• Work with UWorld staff and university/district/school personnel to define project priorities, success criteria, and effectively manage priorities to ensure the 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 the progress of customers onboarding and post-launch activities. When needed, alert stakeholders and UWorld staff to launch readiness blocks and implement solutions or workarounds during onboarding and post-launch for high-priority issues
• Create standardized implementation procedures and training documents
• Provide customer-facing launch training and ongoing support for the UWorld learning platform and faculty tools
• Assist in quality assurance and testing of newly released online products and platform features
• Compile ongoing customer usage, performance, and other data to determine the efficacy of customer implementation
• Support the sales team in monitoring contract renewal opportunities
  

Qualifications:

• Bachelor's degree in any discipline
• 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-to-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