Vendor and Partnership Support Associate bei Region 4 Education Service Center

Classification: Admin/Prof

Exemption Status/Test: Exempt                                           

Job Grade: 1

Department: Texas Education Exchange                              

Reports To: Department Director

Job Goal:

Region 4 is building a transformational Ed-Fi data interoperability solution for Texas K-12 public education and is looking for a proven customer success professional to help make it a reality. This role is a pivotal one that will report to the Exchange Director and will help transform the way Texas districts use data and how the vendor ecosystem is developed on the exchange.

Qualifications:

Education

Associate’s degree in a relevant field preferred

Experience:

1. Three years of related work experience in customer success, account management, or sales
2. Three years of experience with education technology software products

Special Knowledge and Skills:

1. Demonstrated ability to build community, create documentation, and develop training materials
2. Ability to work with a diverse set of stakeholders and implementation partners
3. Excellent written and verbal communication skills
4. Proven experience working on teams to drive new and expansion sales, drive software adoption, and leverage customer success best practices
5. Proven ability to develop strategies, translate them into initiatives, and track successful delivery
6. Knowledge of the Texas K-12 education landscape
7. Knowledge of customer relationship management software
8. Ability to organize and manage multiple projects, priorities, and meet deadlines with attention to detail
9. Strategic orientation and solid analytical skills
10. Ability to document business and technical processes
11. Ability to collaborate with development teams, business partners, software engineers, and other stakeholders to enhance and improve product offerings

Major Responsibilities:

1. Collaborate with implementation and customer support teams, while assisting with the development, vision, and strategy for the customer success.
2. Ensure targeted service and performance standards are achieved or exceeded in collaboration with operations, product management, and technical services.
3. Develop and manage training for new or existing products and applications in collaboration with technical services and product teams.
4. Create strategic customer success workflows, processes, and procedures based on customer segmentation and contribute to a culture of continuous improvement
5. Drive customer outcomes, product adoption, and customer experience.
6. Assist with project management by creating assignments, tracking progress, and resolving issues both internally and with business partners and vendors.
7. Design and evolve organizational structure to support strategic and business goals of the Exchange.
8. Conduct vendor business development, contract, and relationship management.
9. Contribute as part of a team that envisions and manages a superior user experience.
10. Assist in providing documentation for grant reporting as needed.

Supervisory Responsibilities:

None

Physical Demands/Environmental Factors/ Mental Demands:

Frequent use of standard office equipment; prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting; repetitive hand motions (keyboarding and use of mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.