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Implementation Specialist - Northeast Region

Location:New York, NY
Salary Range:DOE
Exempt/Non-Exempt:Exempt offers an exceptional benefits package to full-time employees including medical and dental coverage, 401k Plan, long-term disability, life insurance, an Employee Assistance Program, medical / dependent care / transportation reimbursement programs (including bicycles), health club reimbursement, PTO, 10 paid holidays, bananas, oatmeal and more...
Employment Type:Full Time
Description:The Implementation Specialist works closely with the appropriate sales representative(s), Portland-based Content and Partner Development and Professional and Customer Services to ensure high levels of customer satisfaction with key projects, products, and services throughout his/her region and for the course of customers’ implementation life cycles—from pre-sales through implementation and renewal.
• Organizes and delivers trainings, demonstrations, consultations, and presentations for educators and administrators for the suite of solutions
• Works directly with key customers to create customized implementation plans to drive usage of solutions
• Assists with data imports, technical and implementation support for customers within his/her region
• Works directly with customers through email, phone, and other methods to identify and diagnose support and implementation issues
• Compiles data regarding customer issues and determines appropriate actions and interventions based upon usage data, internal and customer feedback
• Recruits product champions within his/her region.
• Assists with dissemination of the Implementation toolkits and related materials and services
• Documents all customer contact within CRM
• Functions as “expert” within department on specific products and services

• Maintains constant, consistent, well-documented communication with the Director of Professional and Customer Service, Training Manager, Sales and other internal departments as necessary
• Acts as a company representative to strategic business partners in their region
• Notifies regional sales representative of upsale opportunities
• Coordinates and collaborates with regional Marketing on national, statewide, regional and local conferences
• Develops and utilizes repeatable processes for use of products, and improves these processes over time
• Provides professional development, implementation and support services to customers in the region at the direction of the Director of Professional and Customer Services, the Training Manager, and/or Manager of Implementation Services.

Team Responsibilities:
• Drives efforts to maximize department processes, team building and customer tools
• Collaborates with Professional Services Team to insure department goals are met
• Works to compile best practices
• Compiles case studies within his/her region
• Contributes to the creation of implementation documents, family involvement strategies, intervention and trouble-shooting strategies, among others
• Performs face-to-face, phone, online, and some back-up trainings for their region and, occasionally, outside of their region
• Works closely with the Sales team to promote renewals and up-sells
• Other duties as assigned

Qualifications:• College degree required
• Minimum of three years teaching experience preferred
• Thorough understanding of technology, especially as it relates to education and instruction
• Strong practical and visionary understanding of instructional and educational theories and practices
• Strong organizational and communication skills
• Excellent writing, speaking, and presentation skills
• 2-3 years prior experience making presentations, delivering training in face-to-face and remote environments
• Willingness to travel extensively along the east coast region (and occasionally outside of the region), especially to large, urban districts of high strategic value to the company
• Excellent customer relations skills
• Excellent public speaking, presentation and teaching skills
• Ability to work independently as well as with a cross-departmental team
• Thorough understanding of products

LOCATION: Northeast Region

Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Management has the right to assign or reassign duties and responsibilities to his job at any time.

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