Technical Account Associate (Software)

The Technical Account Associate at Janison plays a key supporting role in ensuring the successful implementation and ongoing support of Janison’s assessment and learning solutions for clients. This is an entry-level position designed for individuals who are eager to build a career in technical account management and customer success. Working with senior team members, the Technical Account Associate assists in managing client relationships, providing technical support, and ensuring that Janison’s solutions meet client needs. This role acts as a technical contact for clients, collaborating with internal teams to escalate issues and deliver timely solutions.

The Technical Account Associate is expected to be proactive, detail-oriented, and customer-focused, with strong communication skills to effectively liaise between clients and internal teams. While the role requires working autonomously on assigned tasks, it also involves close collaboration with senior team members to resolve complex issues. Flexibility is important, as the role may require occasional work outside core business hours during key test delivery periods.

This role offers growth potential for candidates looking to develop their skills in technical account management, customer success, and the EdTech industry. You will benefit from on-the-job training and industry-leading mentorship opportunities, making it an ideal opportunity for those early in their careers who are eager to learn and grow.

The duties and responsibilities of this role include:

• Client Relationship Support: Building and maintaining strong relationships with assigned clients, providing reliable technical support, mitigation strategies and guidance under the supervision of senior team members.
• Trusted Contact: Act as a primary point of contact and for assigned clients for customer assessment events, ensuring timely resolution and customer satisfaction.
• Technical Assistance: Provide technical guidance and support to clients, troubleshooting issues and delivering effective solutions.
• Internal Collaboration: Work closely with internal teams to ensure client technical requirements are understood and met, supporting the implementation of solutions.
• Client Education: Help educate clients on Janison’s tools and best practices, reducing their reliance on support over time.
• Documentation and Logging: Accurately log all client interactions and meetings for internal tracking and reporting purposes.
• Event Readiness: Collaborate with internal teams to coordinate, document and execute event readiness action plans for critical events, ensuring the successful delivery of assessment solutions.
• Event Support: Assist in the preparation, monitoring, and reporting of critical assessment events, ensuring smooth delivery and client satisfaction.
• Release Support: Work with team members in software release planning, communication, and smoke testing for assigned clients.
• Reporting and Communication: Provide regular updates to clients during critical events and assist in post-event analysis to identify areas for improvement.
• Process Improvement: Contribute to the implementation of process improvements to enhance client satisfaction and prevent future issues.

Performance Goals & Key Performance Indicators:

• Client Satisfaction: Support the achievement of a client satisfaction rating of 90%+ for event delivery SLA, based on feedback and surveys.
• Engagement Requirements: Meet or exceed customer engagement contractual requirements under the guidance of senior team members.
• Client Independence: Contribute to reducing client reliance on support through proactive education and guidance.
• Issue Resolution: Assist in resolving 85% of technical issues within agreed SLA timeframes.
• Communication: Maintain timely and accurate communication with clients and internal teams, responding to (non-urgent) inquiries within 2 business days.
• Critical Event Support: Successfully support the resolution of 85% of critical and high-stakes customer events within the defined SLA.
• Process Improvement: Contribute to the implementation of 50% of identified process improvements to prevent future critical events.