Field Service Representative; Remote

Make a difference in adult education — one client at a time.

WHO WE ARE:

At Aztec Software, we’re the trusted global leader in adult education learning solutions. At Aztec, our goal is to educate, empower and elevate adult learners for a better tomorrow. Aztec has been in the business of improving adult and young adult lives through computerized skills remediation since its inception. With an industry-leading understanding of the way in which adult populations learn best, Aztec is committed to helping adult learners succeed and grow.

CANDIDATES LOCATED IN THE GREAT LAKES STATES AND WEST COAST WILL BE GIVEN PREFERENCE

JOB SUMMARY:

The Field Service Representative (FSR) is a client-facing Client Success professional responsible for supporting the onboarding, adoption, implementation, and sustained value realization of Aztec’s academic and workforce preparation solutions. FSRs work directly with adult education, workforce development, and corrections-based programs to ensure clients successfully deploy purchased products, use them with fidelity, and achieve measurable instructional and programmatic outcomes. This role requires strong relationship management, instructional insight, data-informed outreach, and cross functional collaboration to support retention, renewal readiness, and growth.

Essential Duties and Skills

Client Onboarding & Implementation

• Lead the onboarding process for new and expanding clients, ensuring timely and effective implementation of purchased products, platforms, and features.

• Provide structured onboarding resources aligned to client goals, program models, and funding timeline

• Support clients in operationalizing solutions in a way that drives early adoption and long term use.

Product Visibility & Adoption

• Maintain consistent visibility into client product usage, instructional implementation, and license activation through data review and direct client engagement.

• Proactively initiate client outreach to support implementation progress, usage with fidelity, and alignment to instructional goals.

• Evaluate usage and engagement data to identify adoption gaps, implementation risks, and opportunities for targeted support.

Client Relationship Management

• Build and maintain strong, long-term relationships with educators, administrators, and program leadership.
• Serve as an internal client advocate by communicating client needs, insights, and trends to Product, Fulfillment, Sales, and Marketing teams.

• Engage clients in ongoing implementation and usage discussions to support continuous improvement and satisfaction.

Client-Based Lead Generation & Growth Support

• Identify potential expansion, cross-sell, and referral opportunities within the existing client base through regular engagement and implementation insight.

• Surface program changes, funding shifts, or emerging client needs that may indicate interest in additional Aztec products or services.

• Partner with Sales and Partnerships teams by making warm introductions and providing relevant client context, timing, and program considerations.

• Identify reference-ready clients and success stories to support sales-enabled outreach and peer-to-peer engagement.

• Accurately document opportunity signals and growth-related client interactions within the company CRM.

Training & Professional Development

• Deliver product training and professional development through virtual and in-person formats.

• Support a variety of instructional models, including blended and technology-supported learning environments.

• Share adult education best practices that support effective implementation and instructional impact.

Ongoing Support & Coordination

• Respond to client product questions and provide limited technical guidance, escalating complex issues as appropriate.

• Collaborate cross-functionally to ensure a coordinated, high-quality client experience.

• Document all client activities, communications, and outcomes in the company CRM.

• Perform responsibilities with minimal oversight while maintaining a high standard of quality and accuracy.

• During peak conference season, travel can be up to 60%. During non-peak conference season, travel can be up to 30%,when…