Technical Account Representative

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.