Technical Customer Success Manager

July 28

Apply Now

Receive Emails with Similar Jobs

Varsity Tutors, a Nerdy Company

WebsiteLinkedInAll Job Openings

Seamlessly connecting experts and learners in any subject, anywhere, anytime

Test Prep • Academic Tutoring • Online Learning • Cloud-Based Analytics • Internet

501 - 1000

💰 $50M Series C on 2018-02

Description

• Own and drive the technical relationship with our customers • Participates in pre-sales customer meetings with the school district’s highest technical team member, curriculum team and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship • Listens to customers to gain a deep understanding of their intended outcome, processes, system environments and data infrastructure • Own scheduling and facilitating technical onboarding meetings for our most strategic accounts. • Coordinate communications with all required stakeholders on crucial support cases and high priority issues. Collaborate with the product owner & development team to solve technical challenges related to assigned accounts. • Creates strategic relationships with key IT and technical stakeholders within our districts. • Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams. • Handles complex data integration cases • Manages case escalations and customer experiences • Provides technical support to customers via phone, chat, email, video conferencing, and other channels • Provides roster services and data integrations support, product support, networking, hardware/software, and other technical trouble-shooting • Thinks strategically about customer needs and partners with development team to fix defects, new feature requests, improvements for the user experience, etc. • Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers

Requirements

• Bachelor level degree in any major • 5+ years of K-12 EdTech Technical Support experience • Strong knowledge of data integration methods; previous knowledge of OneRoster, Clever, or ClassLink, Google Classroom integrations • Experience working with state and/or district level leaders on technical support, concepts, and planning • Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops. • Proficiency in Google suite, web-based presentation tools & video conference tools • Excellent verbal and written communication skills • Excellent organization & project management skills • Strong analytical and problem-solving skills • Strong customer relations skills and high emotional intelligence • Self-starter, highly motivated to succeed

Benefits

• Healthcare Plans (Medical, Dental, Vision, Life) • 401k Company Matching Plan • Maternity, Paternal, and Adoption Leave • Remote Position • Flexible PTO • Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes) • Unique opportunity to help transform how the world learns!