Technical Support Account Manager

Summary

Join Renaissance®, a global leader in pre-K–12 education technology, as a Technical Support Account Manager for our eduClimber product. You will provide accurate and responsive service and support to internal stakeholders and strategic accounts. Build strong relationships with key customer and internal stakeholders. Enjoy a fast-paced, analytical, technical environment while focusing on the account portfolio’s Customer Support needs. Maintain core expertise of all Renaissance products, services, and processes. Adhere to high-profile case management and project guidelines and exceed expected levels of TAM Success Metrics. Proactively take on additional tasks and projects.

Requirements

• High school diploma/ GED with 2+ years of experience providing technical account management support. OR Equivalent combination of education and experience
• Some experience in workflow planning, troubleshooting issues and responding to customer inquiries
• Some experience with Virtual system software
• Some experience with Microsoft Office Suite (e.g., Outlook, Word, PowerPoint, Excel) and other computer applications

Responsibilities

• Assist in providing accurate and responsive service and support to Renaissance’s internal stakeholders
• Communicate (via clear, concise instructions) with customers via email to answer questions and/ or troubleshoot issues
• Apply training and resources to provide solutions to the problems presented
• Work closely with customer stakeholders; Maintain a thorough understanding of the customer’s implementation, expectations, and desired Customer Support experience
• Maintain core expertise of all Renaissance products, services, and processes for effective support of TSAM customers
• Adhere to high-profile case management and project guidelines and exceed expected levels of TAM Success Metrics
• Proactively taking on additional tasks and projects that could be complex in nature

Preferred Qualifications

• Cross-training in other Renaissance customer-facing departments, preferred
• Some experience with MTSS (Multi-tiered Support System) program or initiatives

Benefits

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs