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Technical Account Manager
Pearson
Bloomington, MN, United States
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Description
Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.
Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
Position Summary
The Technical Account Manager (TAM) is a member of the Global Client Services Team that consists of technically trained individuals responsible for supporting and troubleshooting the Pearson Credential Management product and associated applications. The TAM is responsible for providing external customer support to ensure client satisfaction by acting as a key interface to understand, diagnose, and triage issues relative to current and future product specifications. This includes, but not limited to, acting as an escalation point for clients to identify optimal product solutions and is involved in supporting and troubleshooting to perform root cause analysis across systems. Additionally, with some clients, the TAM would serve as an outsourced IT service provider with regards to operating that application and/or processing technical or non-technical information.
SCOPE AND IMPACT OF JOB
Serves as a responsible technician and custodian to client data including high security PII. Normally receives no instruction on routine work, general instructions on new assignments. Exercise judgment within defined procedures and practices to determine appropriate action.
60% Technical Account Management
• Act as 2nd-level support person to customer’s internal support team providing 1st-level user support.
• Triage all issues, solving where possible and escalating to Client Support Analysts, Operations, and/or Development as appropriate.
• Lead and facilitate periodic customer calls to gather customer feedback and status beyond support tickets and to be first point for discussion on major client initiatives.
• Develop and maintain a deep understanding of the customer’s environments, workflows, and business processes. Be company expert in the customers’ use of the product and unique characteristics for their implementation.
• Configure product(s) and clean client data for customers using SQL to update appropriate database fields and settings.
• Use independent judgment and industry experience to make significant recommendations to clients on their use of the application that may affect their core business. Working with many clients, leverage cross-client knowledge of features to assist clients in using product in ways they hadn’t previously thought of.
• Participate in key client technical coverage support rotations where they are monitoring system health.
20% Cross-Departmental Interaction & Issue Coordination
• Produce regular and ad-hoc reports to team & management on support issues and system-level technical data
• Provide input to QA, Development & Implementation teams as to the scope of system errors and impact on current development releases and future work.
• Provide information to internal teams as to client-specific implementation of a feature that may be relevant when investigating system errors.
10% Continuous Improvement
• Document and escalate issues, critical trends and perceived code defects per standard processes.
• Be organization lead in recognizing when an issue is affecting multiple clients and may need escalation for fixing.
10% Other duties as assigned
Qualifications
Education and Experience:
• Bachelor degree in Computer Science or equivalent combination of education and experience in lieu of degree
• 3-5 years of technical customer service and/or technical account management support
Required Skills, Knowledge and Abilities:
• A keen attention to detail and strong organizational and priority setting skills
• Excellent written and verbal communication
• Strong analytical and troubleshooting skills to identify potential issues
• Ability to develop, long term partnerships with the customer and generally possess strong service orientation
• SQL skills highly preferred in technical support environment