Channel Services Consultant

Summary

Join Instructure's Channel Services Consultant team and play a key role in the successful implementation and onboarding of new customers through Value Added Resellers (VARs). You will work with a global portfolio of VARs, providing expertise in Instructure's implementation and onboarding processes. Responsibilities include supporting VAR enablement, developing streamlined delivery processes, gathering customer feedback, defining key performance indicators, and collaborating with internal and external stakeholders. This role requires a minimum of 2 years of experience deploying technical solutions in a SaaS environment, strong communication and interpersonal skills, and the ability to work across multiple time zones. The ideal candidate will also possess experience leading change initiatives and knowledge of technology deployment strategies in an educational context.

Requirements

• Minimum of 2 years experience deploying technical solutions in a SaaS environment
• Working knowledge of pedagogical approaches, technology adoption strategies and educational technology best practices in higher education, K12, vocational education, or corporate training
• Creative thinker with strong problem solving skills and attention to detail
• Excellent verbal and written communication skills
• Strong interpersonal skills and customer focus
• Ability to conform to shifting priorities and timelines through analytical and problem-solving capabilities
• Ability to engage with stakeholders across multiple countries and cultures
• Flexibility with your working hours to work across multiple time zones
• Desire for professional growth, accountability and high quality deliverables
• A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment
• Ability to use web conferencing technologies and web based tools like Gmail, Google Docs and Google Calendar to coordinate, manage and facilitate implementation activities

Responsibilities

• Work with a portfolio of VARs and Channel Partners across the globe as the key contact within the Customer Experience organisation during implementation
• Maintain knowledge of best practice services delivery across regions to provide expertise and consultation on the Instructure implementation and onboarding experience
• Support the enablement and onboarding of VARs to ensure they can successfully implement and roll out Canvas for their customers
• Develop and document processes to streamline delivery of Instructure-delivered services to VARs, and ensure proper recordkeeping of channel projects
• Develop, implement, and maintain a process for gathering feedback from end customers and channel partners to evolve enablement processes
• Collaboratively define key performance indicators and metrics to monitor the health of service delivery for channel partners
• Collaborate with VARs, Channel Account Managers, and internal key stakeholders in Customer Experience
• Identify areas where additional support, training, or consulting are needed
• Display a high level of maturity in relationships with partners, customers and colleagues, growing the profile of the Customer Experience organisation

Preferred Qualifications

• Experience leading or supporting change, or involvement in rolling out a technology platform within an organisation
• Working knowledge of technology deployment strategies and best practices, especially in an educational context
• Expertise in one or more Asian or European Languages
• Bachelor's Degree in Education, Educational Technology, Communications or a related field