**Sales Engineer**
**Description**
As the global leade r in electronic testing, Pearson VUE \( www\.pearsonvue\.com \) validates the skills and knowledge of millions of individuals every year\. Our customers’ high\-stakes certification, licensure, admissions and other credentialing exams help people advance in technology, government and professional careers, as well as attain educational growth\. Pearson VUE offers proctored exams through the world's largest network of test centers in addition to testing in online and unproctored environments\.
Certiport \(www\.Certiport\.com\), a Pearson VUE company, prepares individuals with current and relevant digital skills and credentials for the competitive global workforce\. These solutions are delivered by more than 12,000 Certiport Centers worldwide and include the official Microsoft Office certification program, the Microsoft Technology Associate certification program, the Adobe® Certified Associate certification program, the CompTIA Strata™ IT Fundamentals, the Autodesk® Certified User certification program, the Intuit® QuickBooks Certified User certification program and the Internet and Computing Core Certification \(IC³®\)\.
Pearson VUE is a business of Pearson, the world's leading learning company with global\-reach and market\-leading businesses\. Pearson is listed on both the London and New York stock exchanges \(UK: PSON; NYSE: PSO\)\. For more information, visit www\.pearson\.com \.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E\-Verify\. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply\.
**PRIMARY RESPONSIBILITIES**
**Account Management \(40%\)**
+ Owns and manages assigned Large Accounts including:
+ Outreach, coordination, and establishment of direct working relationship clients independently of the sales team\.
+ Build an annual account support strategy and implement that strategy to ensure high technical capabilities and satisfaction with the testing experience\.
+ Manage travel budget and coordinate their own travel schedule to meet their large account needs
+ Research and analyze all complex large account technical and exam product problem\-resolution
+ Provide level 2 escalation resolution with large account clients via phone or in person \(as needed or assigned\)
+ Coordinate with other departments on all escalated technical and exam product problems to provide timely resolution as well as maintaining all documentation to create issue logs and tracking of known issues\. May act as a lead for level 1 technical support representatives when working to resolve large account issues\.
+ Key internal stake holder/reviewing for product and system development improvement requests from large accounts and will lead the efforts to validate and prioritize such requests\.
+ Create, coordinate and deliver regular product and systems training for assigned large customer and partner accounts
+ Proactively participate in testing and evaluation work of new exam and platform product releases to ensure utility for assigned accounts\.
+ Ensure full technical expertise and awareness of product specs, requirements of new platform and product releases to ensure correct and timely communication to assigned accounts\.
+ Consult with content product development team to inform design decisions from customer user experience point of view
+ Represent customers on exam grievance committee: evaluate and make recommendation on validity of the grievance and/or supply data to committee when necessary to support further investigation, advocate for suitable resolution to customer grievances\.
**Pre\-sale Sales Engineering \(35%\)**
+ Partner with the global sales team in the proactive sales discovery process\. Will research, analyze and create proposals and technical implementation plans which will help assess
de the technical needs and potential set\-up challenges for prospective and renewing large account customers \(Volume Licensing, Statewide, or MOE customers\) to ensure the successful closure of all new and renewing sales of Certiport’s large account business globally\.
+ Manage creation of accurate technical proposals in partnership with the global sales team to ensure optimal success of the deployment and implementation of Certiport certification programs within the assigned account Deliver technical product and system demonstrations to prospective large account customers and partners Support and assist with technical setup and on\-boarding conversations with new large accounts in partnership with Large Account Deployment in the Operations Team \(as needed or assigned\)\.
**Knowledge\-Base Management \(10%\)**
+ Research and track content product evolution and changes to ensure current/relevant knowledge and expertise in Certiport’s content products on behalf of all customer\-facing support teams\. Provide exam platform and exam content training for Technical Support agents as needed\.
+ Oversee development and maintenance of Certiport’s Knowledge Base documentation for all support issues reported by customers or partners for access and reference by the entire company:
+ Research and analyze feedback from customer and tech support teams and investigate reported incidents for trends\.
+ Investigate and determine appropriate response to content and system issues and sponsor internal resolution if remediation is required\.
+ Maintain accurate, current and relevant solution and response documentation\.
**Global Competition & Test Event Oversight \(10%\):**
+ Manage high stakes, customer facing test event success risk factors via strategic and tactical advance planning and careful execution, including:
+ Design, establish and monitor suitable process for administration of test events ensuring appropriate testing environment for candidates, security of test materials, appropriate handling of grievances and result collection and processing as well as ensuring event lab equipment is suitably configured and rigorously tested in advance of events\. May include troubleshooting technical issue arising at test events and training test administrators on how to handle such issues
+ Determine hardware and infrastructure requirements for efficient large scale test administrations\. Consult with marketing organization on appropriate schedules and scope for test content products and large scale test administrations at testing events
+ Determine appropriate design and feature set of custom competition and event test administration and scoring software\. Review and evaluate solutions developed and work with technology teams to ensure requirements for test events are met\.
+ Sole customer\-facing representative of TGHE test administration team, handling candidate and stakeholder inquiries and concerns regarding testing process, scoring process and test grievances as they arise\.
+ Research and train other test administration team members on test content in use at the event\.
**Other duties as assigned by management \(5%\)**
**Qualifications**
**REQUIRED KNOWLEDGE AND EXPERIENCE**
+ Bachelor’s degree in technical field or appropriate combination of education and experience required
+ Minimum of 5 to 7 years’ experience installing/managing/supporting software/hardware for a K12 and/or Higher Education setting required\.
+ 3\-5 years’ experience in a pre\-sales setting presenting technical product/system concepts to decision makers at the VP, Dean, and District, State, or Ministry of Education Superintendent or President\-level preferred\.
+ 3\-5 years’ experience with supporting Certiport’s testing products, certification programs, and delivery platforms preferred\.
+ 3\-5 years experience dealing with performance\-based assessment product support issues including an in depth understanding of assessment development constraints and how they pertain to delivery and customer\-facing concerns\.
+ 3 – 5 years experience working with assessment and technical development organizations
**SKILLS/KNOWLEDFGE/ABILITIES**
+ Strong oral and written presentation/communication skills required
+ Proven attention to details and capacity to multi\-task preferred
+ Proven ability to coordinate challenging customer\-service problems within a diverse group of internal and external stakeholders
+ Strong understanding of high\-stakes delivery products systems for IT Certification programs required
+ Proven ability to work with assessment and technical development organizations to represent and resolve customer issues
+ Understanding of the enterprise architecture, technical infrastructure and deployment methodologies for academic platforms
+ Understanding and familiarity with Certiport’s testing products and delivery platforms preferred
+ Understanding of exam content development, psychometrics and related processes required
**Other Requirements**
+ Evidence of achieving Microsoft, Adobe, and/or Autodesk technical certifications preferred
**Travel Requirements**
Up to 30%\-40% of total time will be spent traveling globally \(as assigned/needed\)
**Primary Location:** US\-UT\-American Fork
**Work Locations:** US\-UT\-American Fork\-1276 South 820 East 1276 South 820 East American Fork 84003
**Job:** Sales
**Organization:** Professional VUE
**Employee Status:** Regular Employee
**Job Type:** Standard
**Shift:** Day Job
**Job Posting:** Oct 13, 2016