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Customer Service Specialist - Academic Implementations
Firecracker is an online education platform from Wolters Kluwer that is helping the next generation of medical students become physicians. This Customer Service Specialist ? Academic Implementations opening is a key part of Firecracker's Academic Operations team, which works closely with deans and faculty members at the most innovative medical schools in the world to ensure they maximize their experience with this powerful educational toolset within their academic setting.
Customer Service Specialists are responsible for managing a number of relationships of our partner institutions. The Customer Service Specialist is Firecracker?s key point of contact for the partner enterprise client. He or she will frequently meet with the school?s stakeholders to discuss implementation, improvements and possible issues. Managers lead the overall strategy for the partnership, specifically ensuring that the institution?s programmatic goals are met through the practical application of Firecracker?s platform, looking for opportunities to expand our relationship, and continuously striving for increased student outcomes.
***This position works from a remote home office and can be based anywhere in the contiguous United States***
ESSENTIAL DUTIES AND RESPONSIBILITIESPartner Relationships: Work directly with Deans and Faculty at universities to implement and manage all contractual deliverables. Meet with the school on a weekly basis to discuss current and upcoming courses and assessments. Always ask for feedback and ways to improve the partnership.? Course Strategy: Develop and oversee the course alignment and assessment strategy based on the school?s requirements and curriculum. Work closely with Academic Operations and Content Team to deliver and main courses.? Course Management: Gather, maintain and build all courses and exams for partner institutions. Work directly with Manager and school contact to appropriately assign exam to students on a regular basis. Send reminders and engagement messages to students.? Product Strategy: Work directly with the product team by communicating synthesized learnings from our partners. Champion the needs of our institutional stakeholders and the unique needs of institutional students. Present our product vision and roadmap to our partners, gather feedback, and deliver into the product team. Analytics: Expand our analytics framework and capabilities by identifying and meeting the data needs of our partners. Ensure those needs are surfaced in our institutional product suite and generate custom reports when necessary. Product and Process Improvement: Help the academic operations and product team in gathering requirements for improvements and changes to the product and process.? Training: Plan and manage any training sessions both internally and externally. Create standardized training materials as needed.Performs other duties as assigned by supervisor.
Education: BS/BA required, or equivalent experience
Required Experience:1+ years of work experience and internships can be considered as well.MS Office; Word, Excel, Power Point and Outlook
Preferred Experience, Knowledge, Abilities and Skills:Medical Education knowledge and experience preferredExcellent customer facing skills ? must recognize the importance of our service to the customer?s business.Problem solver and takes initiative.Team player ? ability to develop working relationships within a team.Excellent written and spoken communication skills ? ability to express information in a clear, concise and accurate manner.Ability to lead and motivate people.
Travel: Can be up to 10%, nationwide
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