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Coppell

    Technical Account Representative - Coppell, United States - UWorld

    UWorld
    UWorld Coppell, United States

    3 weeks ago

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    Description

    The Technical Account Representative collaborates with the Technical Account Manager and both internal and external clients to ensure the smooth implementation of UWorld products and services. Day-to-day tasks involve handling product fulfillment, guiding customers through the onboarding process, conducting product training and support, managing data collection and reporting, and delivering exceptional customer service. Technical Account Representatives are customer-focused, tech-savvy professionals who serve as the primary point of contact for clients post-sale. The ideal candidate for this position is proactive, outcome-driven, and demonstrates a strong work ethic.



    Responsibilities:

    • Collaborate with UWorld staff and university/district/school personnel to establish project priorities, success criteria, and effectively manage priorities for successful UWorld implementations
    • Manage customer data setup and monitor data transfers
    • Supervise implementation plans, track product usage, and coordinate all aspects of each customer implementation, including Early Adopter and Pilot programs
    • Identify best practices to enhance customer communications regarding product implementation
    • Track customer onboarding progress and post-launch activities, notifying stakeholders and UWorld staff of readiness issues when necessary, and providing solutions for high-priority concerns
    • Develop standardized implementation procedures and training materials
    • Offer customer-facing launch training and continuous support for the UWorld learning platform and faculty tools
    • Assist in quality assurance and testing of newly released online product and platform features
    • Aggregate ongoing customer usage data, performance metrics, and other information to assess the effectiveness of customer implementation
    • Support the sales team in identifying contract renewal opportunities

    Requirements:

    Basic Qualifications:
    • Bachelor's degree in Business, Sciences, Communications, or a related field
    • 3-5 years of experience in customer service or product support
    • Strong verbal and written communication skills with the ability to effectively engage with both technical and non-technical customers
    • Experience in providing online or in-person product training and support
    • Proficiency in data collection, summarization, and presentation to internal and external customers
    • Proven ability to organize, prioritize, and manage multiple projects simultaneously
    • Proficient in Microsoft Office and Google Suite
    • Familiarity with educational technology applications in the classroom

    Preferred Qualifications:
    • Experience in digital product implementation or support
    • Background in public or private school, district, or university environments

    Benefits:

    COMPENSATION AND BENEFITS:
    • Competitive compensation with annual bonus potential based on experience
    • Hybrid work schedule with the option for 1 day remote work
    • Excellent work-life balance
    • Paid time off based on hire date and work hours
    • Generous paid holiday schedule, including the entire week of Christmas off
    • Comprehensive benefits package covering medical, vision, dental, life, and disability
    • 401(k) plan with 5% employer matching after 90 days of employment
    • On-site group fitness classes and a relaxed work environment
    UWorld values diversity in its workforce, believing that strength stems from a range of talents, perspectives, and backgrounds. The company is dedicated to providing equal employment opportunities, irrespective of factors such as race, color, ancestry, religion, gender, age, disability, veteran status, or any other protected class. UWorld maintains a drug-free workplace and is an equal opportunity employer. If you require accommodations due to a disability or special needs, please inform us.
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