The Technical Account Manager plays a key role in supporting Minerva’s partnerships. In this role, you will draw on customer-facing skills and technical and support expertise to ensure Minerva’s partners have a high-quality experience on Forum, Minerva’s active learning platform. In addition, you will ensure that all technical questions are addressed for the program overall. Accomplishing this goal will require cross-functional work: conversations with partners to understand their needs; internal collaboration to execute on technical requirements and to resolve technical issues; and an expertise of Forum to ensure programs are set up correctly. As a result of this work, you will develop a deep understanding of your portfolio of partners. You should plan to proactively share insights to build the company’s collective knowledge about a partner’s needs and raise flags to motivate urgent responses from the right team(s).
This is a highly technical role. Successful Technical Account Managers are adept at quickly learning new technology; at identifying solutions to complex problems and conveying them in comprehensible terms; at teaching others to use a platform or service effectively; and are comfortable with spreadsheets and data.
- Provide high-quality support: You will serve as the Minerva Project representative to partners to execute program set-up, provide solutions for all technical questions and feedback regarding technical deployment. You will represent Minerva to partners, modeling superb service and professionalism and working to quickly identify solutions. As one half of their core account management team, the partner should trust you and count on you as a result of your incredible follow through.
- Collaborate internally: You will manage and build relationships with others supporting Minerva’s partners, including the Engineering, Product, Support, and Account teams. Solid collaboration depends heavily on you proactively sharing feedback and information from partners to these internal teams. In particular, tight coordination with the Customer Support Manager for tracking technical issues and with the Engineering team for following up with users once bugs or issues are resolved is mandatory. Additionally, you will work hand-in-hand with the Academic Program Manager, the other half of the core account management team.
- Be an expert: You will become fluent with all platforms and technical processes supporting Minerva’s programs including Forum’s administrative and classroom tools, the platform’s backend (on Django Admin), and Minerva’s proprietary course building software. With the Academic Program Manager, you’ll offer best-in-class service teaching partners to leverage technology most effectively towards their goals.
- Use and maintain technical support resources and processes: You will use, promote, and update the team’s partner-related resources, owning technical knowledge management for your partnership portfolio. As needed, you should feel empowered with suggesting and pursuing changes that will improve our impact as a team.
- Manager program setup: At the start of each program, you will own the technical setup on Forum based on partner input. This will also include managing revisions to partners’ technical setup, as needed, throughout the semester or academic year.
Skills & Personal Characteristics
- A positive, can-do attitude; Do whatever it takes to ensure partner success
- Strong project management and organizational skills
- Ability to understand both the details of a problem and how this translates to strategic decisions
- Eager to identify problems and implement novel solutions
- Independent problem-solver who values and appreciates collaboration but does not require it to take action
- Strong sense of personal responsibility
- High ethical and professional standards; strong sense of discretion, confidentiality and tact
- Experience interacting effectively with a variety of stakeholders, from students and early-career professionals to C-level executives
- A keen eye for detail
- Comfort using and learning new technology; tech-savvy and eager to adopt new tools and production processes
- Excellent written and verbal communication
- Interest in data analysis; analytical thinker
- Experience working in a startup environment
- Cross-cultural competency: experience working in various cultural contexts
- Language fluency in Korean, Japanese, or Spanish (other languages also desirable)
- Comfortable with trial-and-error yet savvy enough to standardize solutions
- Bachelor’s degree or extensive experience working with university partners
- Excellent English language reading and writing skills for correspondence, reports, and projects
- Strong interpersonal skills and ability to build trusting relationships
- At least 4 years of work experience in client-facing roles
- Ability to work off-hours on occasion to cover time zone differences
About Minerva Project
Minerva is a leading educational innovator and global provider of top-tier higher educational offerings, which unify rigorous active learning methodology with advanced information technology. Its stated mission, to nurture critical wisdom for the sake of the world, guides a student-centric philosophy and an intentional approach to design, development, and implementation of all Minerva offerings. Minerva students are taught to devise innovative solutions to complex problems, use critical and analytical thinking to make informed decisions, work collaboratively, communicate effectively, and to be engaged, responsible, and ethical global citizens. The Minerva Schools at KGI were established in 2013 by KGI – Keck Graduate Institute – a WASC (WASC Senior College and University Commission) accredited institution – in alliance with Minerva Project. www.minervaproject.com