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) will support the implementation process across multiple school districts and will be responsible for leading implementation with assigned districts 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.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 efficientlyCustomize 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, 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 ExpertiseMaintain expert content knowledge of best practices in behavior analysis, social emotional learning, mental health, multi-tiered systems of support, and special education.Communicates best practices for implementation and delivery of product to customers and internal teamsMaintains 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 EngagementExceptional 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 issueEstablish 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 DEPCreate 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 DEPSchedule, 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 into salesforce and Gainsight dailyStrategically monitor customer utilization trends and bring suggestions for strategies to improve or maintain progress to monthly review with DEPCapture customer feedback and bring suggestions for strategies to improve or maintain progress to monthly review with supervisor.Conduct renewal meetings as assigned by DEPFollow 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 ManagementEnsure 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 supervisionDemonstrate excellent communication skills with customers and internal team including active listening, verbal, and written communicationsComplete 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.Workplace Attire: Discretion and good judgment of employees in their style of dress and personal appearance are essential to maintaining the professional image of the organization. Employees are expected to dress in a manner appropriate to their working environment and tasks. When working directly with customers (virtually or in person) employees are expected to wear business casual or business professional attire (definitions included below). Employees should abstain from wearing the following when working directly with customers: Sheer clothing, significantly low cut or revealing clothing, sleeveless tops, ripped or torn, clothing, workout/gym clothes, ball caps, clothing with offensive messages.Definitions:Business Casual - attire would be appropriate for an interview, client meeting, and office settings. Examples may include (but are not limited to): blouses, collared shirts, slacks, dresses, khaki’s, skirts, button down shirts, sports coats, blazers, sweaters, lifestyle sneakers, flats, boots, heels.Business Professional - traditional attire used for more formal office settings or environments. Examples may include (but are not limited to): suits, dresses, ties, button down shirts, blouses with blazer, dress shoes.Internal Customer - anyone who is a RethinkFirst employeeExternal Customer- anyone we interact with on behalf of RethinkEd that is not a RethinkFirst employeeVirtual 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 hoursMeetings: 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 devicesAbsence of audible sounds from, and visibility of individuals or family membersEnsuring a RethinkEd background is present for all external customer facing meetingsEnsuring a RethinkEd, blurred or other professional background is present for all internal customer meetingsCompany Support
Attend and engage in all company and team meetings.Volunteer to participate and develop tools and resources to benefit Rethink and Rethink EdProvide assistance to other regions and/or departments as required.Provide mentorship to new employees in similar roles as assigned by supervisorRepresent Rethink Ed at conferences or other assigned events, provide support to sales team as directed by supervisor.Qualifications
Required:
Master’s or bachelor’s degree in Education, Psychology, Counseling, or related field4 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 experiencePreferred:
Active Teaching Certificate or Professional Certification/Licensure (BCBA, MSW, LCSW, School Psychologist)Master’s Degree in Education, Psychology, Counseling, or related fieldProject Management/Implementation experienceSalary: $70,000 - $80,000
Location: Remote opportunities are available to candidates who reside in the West Coast region of the US 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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Read LessRethink is the leading global provider of online research-based resources to support individuals with developmental disabilities. Our behavioral health platform (http://RethinkBH.com) provides clinical tools, staff training and practice management for private ABA service providers. Due to autism insurance mandates sweeping the nation, our behavioral health division is experiencing unprecedented growth. Therefore, we are looking for the right person to join our sales team!
The Associate Customer Success Manager is responsible for customer retention and account growth with small and mid-sized behavioral health practices focused on the delivery of Applied Behavior Analysis (ABA) treatment to individuals with autism. The selected candidate will provide high-touch service to customers to ensure that Rethink products/services are meeting their needs, and to identify upsell/cross-sell opportunities.
The ideal candidate will have experience as an ABA therapist/Operations professional and be very comfortable learning new technologies to conduct online demonstrations with customers.
Job Duties:
Meet and proactively drive to exceed quarterly and annual retention targets.
Identify account growth opportunities within an existing set of customers, working closely with practice owners to showcase how the Rethink solution can support clinical and business needs.
Develop and maintain an exceptional knowledge of Rethink’s behavioral health solution.
Oversee account metrics to anticipate customer issues and concerns.
Drive to close upsell/cross-sell opportunities by demonstrating understanding of current and long-term customer needs, proposing appropriate solutions to address identified customer needs, and consistently moving the customer toward commitment.
Resolve customer issues in an efficient and practical manner.
Serve as a customer advocate internally to ensure support tickets are being addressed quickly.
Collaborate with the product team on identifying future product development priorities to drive account growth.
Manage customer satisfaction surveys and responses.
Complete and submit required reports such as forecasts, activity reports, and expense reports on a timely basis.
Enter and maintain data accurately into Salesforce.com including meetings, contacts, updates and forecasts.
Use Teams to conduct effective online meetings.
Characteristics:
Track record of exceeding quota or showing significant annual year over year growth.
Experience in behavioral health/ABA and/or clinical operations
Excellent verbal and written communication skills.
Strong customer relationship management skills.
Ability to position Rethink solutions and communicate key messages to practice owners and key decision makers.
Self-motivated individual who thrives on doing a job well and has the initiative and drive to excel.
Ability to effectively prioritize, organize, and perform a variety of concurrent tasks.
Proficiency with Microsoft Excel, Word, and PowerPoint applications.
Experience using Salesforce.com is desirable.
Requirements:
Bachelor's degree in psychology, education or related field
Must be comfortable working with technology and fluent in Microsoft Office
Experience with autism/ABA/Clinic Operations
Experience working with a SaaS (software) company highly preferred
Benefits:
Generous health, dental & vision benefits packagePaid time off11 Paid Holidays401k + matchingParental leaveProfessional development assistanceLocation: Remote opportunities are only available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IL, IN, KY, LA, MD, MA, MI, MN, MO, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI
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.
JazzHR Privacy Policy
JazzHR Terms of Use
California Privacy Notice
#remote
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Read LessRethinkCare is the first and only human- and web-based program to provide effective & affordable clinical best practice tools to support multiple populations within the neurodiversity community: employees caring for children/teens with learning and behavioral needs, neurodivergent employees, and the managers and organizations that support them. Developed by internationally recognized clinicians and leaders, Rethink empowers employees to pursue individualized skill-building and support both online and through 1:1 consultations, thus, reducing stress, creating a nurturing environment, and increasing productivity at work.
The Senior Customer Success Manager (CSM) role provides support to the Customer Success Team (CST) by working with a portfolio of strategic clients and fellow team members to ensure overall client satisfaction, support, and engagement/utilization of our products and services. This role is key to ensuring client satisfaction and retention of Rethink’s book of larger clients / business. The CSM role has primary responsibility in the day-to-day management of client needs and expectations, partnership with peers within the CS Team, interdepartmental collaboration and facilitates the overall positive value Rethink’s products and services provide to our clients.
Essential Roles and Responsibilities:
Customer Engagement:
Builds and maintains relationships with key HR decision makers and business leaders at the customer's organization to establish alignment on mutual goals and trust in future interactions.
Puts forward strategies and recommendations around driving engagement for members on behalf of the client. Understands / recommends communication strategies to drive utilization of our tools in the unique/custom needs of the clients’ goals, culture, resources and needs.
Actively monitors and proactively identifies trends in customer / member utilization of our tools and services. Acts as subject matter expert on how to interpret trends and analyses. Put together action plans to act on these trends.
Account Management:
Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by Rethink
Address and Promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional, and articulate manner.
Facilitates with product, operations, consulting BCBA (Board Certified Behavior Analyst), and other internal areas for resolution of client inquiries and issues. Sets strategies to address future needs as necessary.
Collaborates with third-party vendors and partners on behalf of the client to gather or communicate information and /or resolve issues.
Facilitates and leads in standard client processes such as, monthly meetings, quarterly or annual strategy sessions, contract renewals, communication strategies and requests. Is a strategic partner to the client in helping to promote and drive utilization of our tools and services.
Clearly communicate with Rethink leadership on client status, suggestions on how to increase engagement, value prop enhancement strategies and opportunities for improved client satisfaction.
Industry Knowledge:
Proactively builds and maintains knowledge of healthcare landscape, solutions, and business priorities.
Understands ongoing and new potential threats the customers face.
Assists and/or works to understand the customers' business strategy and the direction of the industry.
Strong understanding of mental wellbeing market, needs, and challenges.
Professional Skills and Experience:
Bachelor’s degree or equivalent experience required
Minimum of 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third party vendors, and c-suite individuals
Ability to prioritize workload capacity and function independently with limited supervision and as a team member within the Client Success Team
Ability to manage complex situations to appropriate resolution
Strong customer service and communication skills
Knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred
Ability to analyze and process data and present it back to clients, showing impact of the program
Benefits:
Generous health, dental & vision benefits packagePaid time off11 paid holidays401k + matchingParental leaveProfessional development assistanceLocation: Remote opportunities are only available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IL, IN, KY, LA, MD, MA, MI, MN, MO, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI
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.
JazzHR Privacy Policy
JazzHR Terms of Use
California Privacy Notice
#remote
Powered by JazzHR
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