Professional Services Manager

Summary

Join RethinkFirst as a Professional Services Manager (PSM) and support the implementation of educational platforms across multiple school districts. Lead implementation with assigned districts, support renewals, and work with stakeholders to ensure customer satisfaction. You will create and deliver engaging professional development sessions, maintain expert content knowledge, and manage customer relationships. The role involves collaborating with team members, monitoring customer utilization, and capturing feedback. The PSM may supervise a small team of Professional Services Coordinators. Remote opportunities are available for candidates in the Mid-Atlantic region.

Requirements

• Master’s or bachelor’s degree in Education, Psychology, Counseling, or related field
• 4 or more years of experience working as an educator in a classroom utilizing Social Emotional Learning, MTSS, Mental Health and/or behavior analytic principles
• Staff training and presentation experience
• Management or supervisory experience

Responsibilities

• Create and deliver engaging and effective professional development sessions (may be delivered virtually or in-person, as well as individual, small and large group training)
• Ensure rapport and relationship building is built into every interaction with district partners
• Remain up to date on all product and content launches and communicate those updates with customer and support in problem-solving any issues that may arise effectively and efficiently
• Customize presentation and messaging to the specific needs of the customer
• Use strong listening skills and adapt presentations and supports to the needs of the audience based on feedback, reception, and questions
• Collaborate with other professional services team members, including but not limited to, the PSC and DEP, to develop system-wide supports and materials for customers and strengthen professional development content
• This can include tasks such as creating materials to support specific district training needs, gathering data to create progress reports, and sending monthly check ins with district partners as designated by DEP
• Maintain expert content knowledge of best practices in behavior analysis, social emotional learning, mental health, multi-tiered systems of support, and special education
• Communicate best practices for implementation and delivery of product to customers and internal teams
• Maintain knowledge of state and district specific standards, customer-based role changes, trends and current events that may influence the customer experience
• Participate in ongoing professional development activities scheduled for professional services team
• Demonstrate exceptional awareness and service to address customer needs, overcome and address customer issues
• Respond to customer needs within 24 hours and communicate with the product support team any details to resolve the issue
• Establish and maintain ongoing and regular (minimally monthly) communication with district and/or site-based leadership, implementation, and instructional teams
• Strategically plan and deliver effective customer communications as assigned by DEP
• Create opportunities to facilitate strong professional relationships with customers
• Adapt implementation supports to address unique customer needs
• Schedule, coordinate and conduct initial leadership meetings as assigned by the DEP
• Schedule, coordinate and conduct quarterly leadership progress review meetings for DEP and district leadership
• Support the DEP in creating and maintaining implementation plans for assigned customers
• Enter all customer interactions, cases, bugs, and feature requests into Salesforce and Gainsight daily
• Strategically monitor customer utilization trends and bring suggestions for strategies to improve or maintain progress to monthly review with DEP
• Capture customer feedback and bring suggestions for strategies to improve or maintain progress to monthly review with supervisor
• Conduct renewal meetings as assigned by DEP
• Follow up with district partners within 24 hours of providing training or meeting with any implementation team members for next steps in implementation planning
• Ensure outlook calendar is updated daily and share calendar with your supervisor and team
• Meet all deadlines assigned by supervisor including presentations, support materials, implementation requests, data reports, and others assigned by supervisor
• Develop all assigned tasks to meet requirements set by supervisor and with minimal supervision
• Demonstrate excellent communication skills with customers and internal team including active listening, verbal, and written communications
• Complete and submit reports, data, expenses by due dates as assigned by company process and/or supervisor
• Take ownership and responsibility for actions, projects, and assignments
• Attend and engage in all company and team meetings
• Volunteer to participate and develop tools and resources to benefit Rethink and Rethink Ed
• Provide assistance to other regions and/or departments as required
• Provide mentorship to new employees in similar roles as assigned by supervisor
• Represent Rethink Ed at conferences or other assigned events, provide support to sales team as directed by supervisor
• Supervise and Support reporting PSC’s

Preferred Qualifications

• Active Teaching Certificate or Professional Certification/Licensure (BCBA, MSW, LCSW, School Psychologist)
• Master’s Degree in Education, Psychology, Counseling, or related field
• Project Management/Implementation experience

Benefits

Remote opportunities are available to candidates who reside in the Mid-Atlantic region of the United States