Job description:

UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States. Since 2003, over 2 million students have trusted us to help them prepare for high-stakes examinations.
The Technical Account Representative will work with the internal and external customers, to ensure the successful implementation of UWorld products and services.
Day-to-day responsibilities include operational aspects of product fulfillment, customer onboarding experience, product training and support, data collection and reporting, and providing excellent customer service.
Technical Account Representatives are customer-oriented, tech-savvy, and the clients main post-sale point of contact.

Responsibilities:

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.

Qualification:

Bachelors 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.

Customer Care -Technical Account Representative