Job description
Founded in 2007, Rethink Ed, a division of Rethink First, is an educational technology company headquartered in New York City that is transforming the way teachers and students learn, grow, develop, and succeed—in school and in life. Rethink Ed helps school districts end the struggle to create healthy, positive cultures of learning to bring out the best in administrators, teachers, students, and parents. With evidence-based learning solutions, technology-based tools and resources, and on-demand video instruction created by a team of educational and clinical experts, Rethink Ed’s four platforms (social and emotional learning for all learners; training and professional development for all staff; step-by-step behavior interventions; and educator- empowering skills curriculum) are changing the world one student, one teacher, one classroom at a time.
About the Role:
The Professional Services Manager (PSM - BCBA) will support the implementation process across multiple school districts and will be responsible for leading implementation and trainings with assigned districts as well as supporting renewals if assigned by the supervisor. The PSM - BCBA 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 to customers and end users (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.
Schedule and provide virtual and occasionally onsite trainings as assigned by supervisor.
Remains up to date on all product and content launches and can 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.
Uses strong listening skills and adapts presentations and supports to the needs of the audience based on feedback, reception, and questions.
Collaborate with other professional services team members 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 social emotional learning, mental health, multi-tiered systems of support, behavior analysis and special education.
Communicates best practices for implementation and delivery of product to customers and internal teams.
Maintains 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.
Customer Management and Engagement
Exceptional awareness and service to address customer needs, overcome and address customer issues.
Responding 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 (at minimum: 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.
Enter all customer interactions, cases, bugs, and feature requests into Salesforce 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.
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.
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.
Virtual Working Environment: To maximize productivity and maintain a professional working environment in a virtual location, all employees are expected to:
Maintain Security- employees will be expected to ensure the protection of proprietary company and customer information accessible from their home office. Steps include the use of locked file cabinets and desks, regular password maintenance, and any other measures appropriate for the job and the environment.
Be Distraction Free- employees are expected to maintain a quiet and distraction free working space during their scheduled work hour.
Meetings: employees are expected to engage in a professional manner when receiving or conducting virtual meetings with customers (internal and external), this includes:
Absence of audible sounds from music, TV’s, other devices.
Absence of audible sounds from, and visibility of individuals or family members Ensuring a RethinkEd background is present for all external customer facing meetings.
Ensuring a RethinkEd, blurred or other professional background is present for all internal customer meetings.
Avoiding disruptions to one’s attendance of meetings (e.g. being called away from the meeting) - whether leading or attending meetings. In a remote home working environment, some unexpected events (such as a home delivery) may occur; however these should be minimal and avoided when possible.
Core Hours: Core hours for this position are 8:00 A.M. to 4:00 P.M. (in the employee’s given time zone) on weekdays. During core hours, the employee is expected to be working without distraction and be available for meetings, trainings, phone calls and other work-related responsibilities.
Company Support
Attend and engage in all company and team meetings.
Develop tools and resources to benefit Rethink and RethinkEd.
Provide assistance to other regions and/or departments as required.
Qualifications
Master’s degree in Education, Psychology, Counseling, or related field.
Board Certified Behavior Analyst required.
4 or more years of experience working as an educator in a classroom utilizing Social Emotional Learning, MTSS, and behavior analytic principles.
Proven experience designing and facilitating staff training.
Strong presentation and communication skills, with the ability to tailor content to diverse educator roles and learning environments.
Project Management/Implementation experience.
Experience in early childhood highly preferred.
Salary Range: $80,000 - $90,000
Location: Remote opportunities are available to candidates who reside in the NJ or NYC area as occasional travel is required for this position to conduct onsite trainings at school districts.
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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Accommodations are available for applicants with disabilities.
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