Technical Success Partner

Accelerate Learning; Houston (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Accelerate Learning seeks a Technical Success Partner to ensure successful implementation of STEMscopes, Math Nation, and more across school districts in the United States. You will manage technical integration with Clever, ClassLink, Canvas, Schoology, and Google Classroom, building regional customer relationships and leading implementations.

You will guide setup and integration, implement SSO and data integration, and translate technical details for non-technical stakeholders.

Qualifications

• Software integration experience required.
• Excellent written and oral communication skills.
• Analytical and problem-solving abilities.
• Experience implementing software projects and/or administering systems.
• Strong technology aptitude.
• Proven ability to build and maintain customer relationships.
• Ability to collaborate cross-functionally across the organization.
• Ability to analyze systems to suggest efficiency improvements.
• Good judgment, time management and organizational skills.
• Experience with Windows Word/Excel.
• Strong learning aptitude.

Responsibilities

• Guide new customers through setup/rostering/integration to ensure smooth initial setup.
• Implement SSO and data integration for new and existing clients.
• Translate technical resolutions into non-technical terms during calls with districts.
• Lead district implementations, coordinate tasks and plan timelines.
• Develop and maintain regional customer relationships to ensure satisfaction.
• Collaborate with other departments for timely resolution of inquiries.
• Identify opportunities to automate and simplify processes and workflows.
• General duties as assigned.

Skills

Software integration

Communication skills

Analytical & problem solving

Software project implementation

Technology aptitude

Building customer relationships

Cross-functional collaboration

Systems analysis

Time management & organization

Windows familiarity

Learning aptitude

Agile resolution approach

Education

Bachelor’s degree in Computer Science or related field

Job description

The Technical Success Partner is responsible for ensuring that Accelerate Learning products (STEMscopes, Math Nation, etc.) are successfully implemented at school districts across 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 Technical Success Partner will work with school districts to provide support, resources, and data integration services. They will build regional customer relationships, manage customer technical and feedback cases, resolve cases from the queue, effectively communicate implementation requirements to customers, and become an expert in the customer needs characteristic of the region. The Technical Success Partner will work cross-functionally to identify and implement opportunities to be proactive, automate, and simplify processes and workflows.

Position Responsibilities

Product Knowledge: Participate in product training to build working knowledge of all products. Apply platform functionality and feature knowledge to appropriate case resolution.

System Integrations: Guide new customers through the setup/rostering/integration process to ensure a smooth transition and successful initial setup. Implement Single Sign-On (SSO) and data integration solutions for new and existing clients. Translate technical resolutions into non-technical terms during phone and video conferences with districts.

Case Resolution: Collect and resolve technical issues related to SSO and data integration using an agile resolution approach. Lead district implementations, coordinate tasks, and plan implementation timelines. Organize complex information and navigate large systems. Apply 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. Become an expert in the customer needs characteristic of the region to provide proactive outreach, as applicable.

Collaboration: Work with other departments to ensure effective and timely resolution of all customer inquiries. Demonstrate teamwork, dedication, and a commitment to excellence in customer success.

Other duties and responsibilities as assigned.

Position Qualifications

Required Skills/Abilities/Experience

• Software integration experience required
• Warm and hospitable written and oral communication skills
• Excellent analytical and problem-solving skills
• Experience implementing software projects and/or administering systems
• Strong technology aptitude
• Proven ability to build and maintain relationships with customers to ensure their success
• Ability to build effective relationships within their own team and cross-functionally across the organization
• Analyze existing internal and external systems to suggest areas for improved efficiency
• Agile in resolution approach depending on the customer’s position in their journey (e.g., support initial setup as well as configurations, settings, and technical troubleshooting)
• Good judgment, excellent time management, and strong organizational skills
• Successful at multi-tasking, setting priorities, and meeting deadlines
• Knowledge of Windows operating systems including Word and Excel
• Strong learning aptitude

Attributes

• Uses a customer-first mindset in their approach to work
• Seeks to create engagement, ownership, and accountability within a team
• Ability to work independently and as part of a team within a dynamic environment
• Ability to understand the big picture and execute according to established goals
• Committed to continuous improvement

Education & Experience

• Bachelor’s degree in Computer Science or a related technology field preferred; equivalent technology experience considered
• 2 years of experience in a related industry and field