Technical Account Manager
As the global leader inelectronic testing, Pearson VUE ( www.pearsonvue.com ) validates the skills andknowledge of millions of individuals every year. Our customers’high-stakes certification, licensure, admissions and other credentialing examshelp people advance in technology, government and professional careers, as wellas attain educational growth. Pearson VUE offers proctored exams through theworld's largest network of test centers in addition to testing in onlineand unproctored environments.
In addition to helpingour clients develop, manage, deliver and grow their programs, we workdiligently to ensure that their candidates have a positive testing experience.Our focus on employees has fueled sustained growth even in a down economy andhas earned Pearson VUE recognition from the Minneapolis Star Tribune as a “TopWorkplace” numerous times in recent years.
Pearson VUE is abusiness of Pearson, the world's leading learning company with global-reach andmarket-leading businesses. Pearson is listed on both the London and New Yorkstock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com .
Pearson is an EqualOpportunity and Affirmative Action Employer and a member of E-Verify. Allqualified applicants, including minorities, women, protected veterans, andindividuals with disabilities are encouraged to apply.
TheTechnical Account Manager (TAM) is a member of the Global Client Services Teamthat consists of technically trained individuals responsible for supporting andtroubleshooting the Pearson Credential Management product and associatedapplications. The TAM is responsible for providing external customer support toensure 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 toidentify optimal product solutions and is involved in supporting andtroubleshooting to perform root cause analysis across systems. Additionally,with some clients, the TAM would serve as an outsourced IT serviceprovider with regards to operating that application and/or processing technicalor non-technical information.
SCOPE AND IMPACT OF JOB
Serves as a responsible technician and custodian to clientdata including high security PII. Normallyreceives no instruction on routine work, general instructions on newassignments. Exercise judgment withindefined procedures and practices to determine appropriate action.
60% TechnicalAccount 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-DepartmentalInteraction & 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% Otherduties as assigned
Education and Experience:
Bachelordegree in Computer Science or related discipline or an equivalent combinationof education and experience from which comparable knowledge and skills may beacquired
IntermediateSQL skills required
3-5years of mid-level technical customer service and/or account management supportinga complex product
Skills, Knowledge, and Abilities:
A keen attention todetail and strong organizational and priority setting skills
Unix/Linuxexperience especially at the share and file level permissions level, andauthentication/authorization
Excellent written andverbal communication
Strong analytical andtroubleshooting skills to identify potential issues
Abilityto develop, long term partnerships with the customer and generally possesstrong service orientation
Primary Location: US-MN-Bloomington
Work Locations: US-MN-Bloomington-5601 Green Valley 5601 Green Valley Drive Suite 220 Bloomington 55437
Organization: Assessments VUE
Employee Status: Regular Employee
Job Type: Standard
Shift: Evening Job
Job Posting: Oct 13, 2016