Technical Account Representative
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.