Senior Technical Success Partner

Accelerate Learning•Houston, TX

About The Position

The Senior Technical Success Partner is responsible for making sure that the Accelerate Learning products (STEMscopes, Math Nation, etc.) are successfully implemented at school districts around the country. This includes managing the technical integration of our platforms with other technology services and platforms our customers use, including Clever, ClassLink, Canvas, Schoology, and Google Classroom. The Senior Technical Success Partner will work with school districts providing support, resources, and data integration services to them. The Senior Customer Success Specialist will build regional customer relationships, manage customer technical and feedback cases; retrieving cases from the queue; working to resolve cases; effectively communicating implementation requirements to customers; and become an expert in the customer needs characteristic of the region. The Senior Technical Success Partner will work cross-functionally to identify and implement opportunities to automate and simplify processes and workflows. This position serves as the case management Single Point of Contact (SPOC) back-up for strategic accounts.

Requirements

Product Knowledge: Apply the knowledge of platform functionality and features to appropriate case resolution.
System Integrations: Guide new customers through the setup/rostering/integration process to ensure a smooth transition and successful initial setup.
System Integrations: Implements Single Sign On (SSO) and data integration solutions for new and existing clients.
System Integrations: Translate technical resolutions into non-technical terms during phone and video conferences with districts.
Case Resolution: Collect and solve technical issues related to SSO and data integration, through an agile resolution approach.
Case Resolution: Leads district implementations, coordinating tasks, and planning implementation timelines.
Case Resolution: Organize complex information and navigate large systems.
Case Resolution: Apply the knowledge of internal and external system functionality and features to appropriate case resolution.
Relationship Building: Develop and maintain strong relationships with regional internal and external customers to foster loyalty and satisfaction.
Relationship Building: Become an expert in the customer needs characteristic of the region to provide proactive outreach, as applicable.
Collaboration: Work with other departments to ensure we provide effective and timely resolution for all customer inquiries.
Collaboration: Demonstrates teamwork, dedication, and a commitment to excellence in customer success.
Leadership: Serve as a resource to teammates for effective case management and customer success techniques.
Leadership: Serve as the back-up SPOC to the Regional Customer Success Manager, providing dedicated support for strategic accounts and ensuring their success.

Nice To Haves

Participate in product training to build working knowledge of all products.

Responsibilities

Manage the technical integration of platforms with other technology services and platforms.
Work with school districts providing support, resources, and data integration services.
Build regional customer relationships.
Manage customer technical and feedback cases, including retrieving, resolving, and communicating implementation requirements.
Become an expert in customer needs characteristic of the region.
Work cross-functionally to identify and implement opportunities to automate and simplify processes and workflows.
Serve as the case management Single Point of Contact (SPOC) back-up for strategic accounts.
Participate in product training to build working knowledge of all products.
Apply knowledge of platform functionality and features to appropriate case resolution.
Guide new customers through the setup/rostering/integration process.
Implement Single Sign On (SSO) and data integration solutions for new and existing clients.
Translate technical resolutions into non-technical terms.
Collect and solve technical issues related to SSO and data integration.
Lead district implementations, coordinating tasks, and planning implementation timelines.
Organize complex information and navigate large systems.
Apply knowledge of internal and external system functionality and features to appropriate case resolution.
Develop and maintain strong relationships with regional internal and external customers.
Provide proactive outreach based on regional customer needs.
Work with other departments to ensure effective and timely resolution for all customer inquiries.
Serve as a resource to teammates for effective case management and customer success techniques.
Provide dedicated support for strategic accounts and ensure their success.
Perform other duties and responsibilities as assigned.