Job Details

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We collaborate with education organizations to develop strategies and implement solutions that enable the transformative change our clients need to own their future. Together, we empower clients to drive innovation, create sustainable funding streams and deliver better student outcomes.

Today, leaders of higher education institutions and academic medical centers are spending too much time reacting to market forces, rather than focusing on the essential priorities that help students, faculty and staff thrive. The most productive path forward requires an intentional approach and innovative thinking, whereby stakeholders across the entire institution rally around a shared vision and embrace the hard work of effecting change.

You'll help our clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.

Join our team as the expert you are now and create your future.

The Technical Account Manager is responsible for a portfolio of post-implementation Huron Research Suite clients serving as the primary technical customer relationship contact. As a Technical Account Manager, you will build strong rapport with client stakeholders in your portfolio, remotely working with them to define and prioritize support requests and act as a trusted advisor to optimize the value of Research Suite. A successful candidate will have excellent communication and organizational skills who can collaborate across a variety of internal stakeholder teams.

Your responsibilities will include:

• Manages portfolio of HRS clients with focus on achieving service level agreements
• Maintains strong relationships with customers ensuring high levels of customer satisfaction
• Oversees and directs day-to-day support services for a portfolio of clients, including
  • Consistent point of contact for client's concerns and issue management
  • Drive management of critical production issues through to resolution
  • Meeting with clients as needed to verify current priorities and future initiatives
  • Collaborate with internal teams to ensure they are aware of client priorities.

• Establish communication standards with clients including setting expectations around client and Huron team responsibilities.
• Monitor deliverables, communicating with multiple internal teams to ensure appropriate action is being taken to meet commitments. Escalate as appropriate
• Serves as key knowledge owner of client customization, API, and integrations set-up
• Assists in the development and maintains awareness of high-level, long-term individualized client HRS roadmaps, including future module implementations, billable scopes of work, migrations and product upgrades.
• Coordinates with client to plan for and schedule newly released product patches/upgrades, balancing client needs against other client priorities. Works with Upgrade team to advocate for appropriate scheduling and connecting Upgrade team with client stakeholders during project kick-off meeting.
• Stay aware of major developments and changes to Huron Research Suite product, evaluating impact to each client. Proactively communicate major changes and related impacts to clients.
• Solicit client feedback on software and service experience by administering annual Net Promoter Score surveys. Review client survey responses for specific concerns, relationship risks, and feedback trends - disseminating important details to Huron teams and Client Executive and/or Key Account Lead
• Identifies client knowledge gaps and training needs, conducting or coordinating appropriate training resources.
• Check-in with Professional Services Project Manager (PM) during the initial product implementation to understand timeline, increase awareness of important Huron Research Suite module environment customizations and integrations.
• Actively participate during project milestone meetings (Starting, QA, Closing) with project team PM and Delivery Director (DD) to ensure a strong internal hand-off of client module from implementation to support.
  • Leads client facing implementation to customer success meeting, including audiences with client and implementation team.
• Complete a Client Health Scorecard Forms bi-annually to document utilization, relationship, and support trends, risks, and opportunities.
• Manage administrative functions of service delivery, including managing time entry review, billing and invoice follow up.
• Reviews client support request for common themes (product, service, industry, etc.) to escalate to appropriate stakeholders.
• Listens for opportunities to expand Huron Research Suite and services work with clients, looping in the appropriate resources for sales opportunities.
• Support and mentors junior technical account manager team members in the support of their client portfolio and escalation of complex issues
• Drives improvement of internal systems and team workflows by identifying inefficiencies and collaborating with cross-functional teams to align processes and enhance operational effectiveness and client delivery.

The estimated base salary for this job is $115,000 - $155,000. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron's annual incentive compensation program, which reflects Huron's pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $138,000 - $186,000. The job is also eligible to participate in Huron's benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.

Position Level
Manager

Country
United States of America