RethinkFirst
Professional Services Manager - RethinkEd
RethinkFirst, Las Vegas, Nevada, us, 89105
The Professional Services Manager (PSM) will support the SEL implementation process for Clark County School District and will be responsible for collaborating on the implementation as well as supporting renewals if assigned by the supervisor. The PSM will work with all stakeholders to ensure fidelity of platform implementation and customer satisfaction leading to renewal and growth.
Reports to:
Director of Educational Partnerships (DEP)
Duties and Responsibilities: Professional Development
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 customers 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.
Knowledge and Expertise
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.
Customer Management and Engagement
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.
Ability to 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.
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.
Professional Behavior, Communication & Time Management
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.
Demonstrate excellent communication skills with customers and internal team including active listening, verbal, and written communications.
Complete and submit reports, data, and expenses by due dates as assigned by company process and/or supervisor.
Take ownership and responsibility for actions, projects, and assignments.
QualificationsRequired:
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, and/or Mental Health.
Staff training and presentation experience.
Management experience.
Preferred:
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.
Location:
Opportunities are available only to candidates who reside in Clark County, NV.
Our commitment to an inclusive workplace
RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.
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Reports to:
Director of Educational Partnerships (DEP)
Duties and Responsibilities: Professional Development
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 customers 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.
Knowledge and Expertise
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.
Customer Management and Engagement
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.
Ability to 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.
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.
Professional Behavior, Communication & Time Management
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.
Demonstrate excellent communication skills with customers and internal team including active listening, verbal, and written communications.
Complete and submit reports, data, and expenses by due dates as assigned by company process and/or supervisor.
Take ownership and responsibility for actions, projects, and assignments.
QualificationsRequired:
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, and/or Mental Health.
Staff training and presentation experience.
Management experience.
Preferred:
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.
Location:
Opportunities are available only to candidates who reside in Clark County, NV.
Our commitment to an inclusive workplace
RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.
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