Professional Service Coordinator - Houston, United States - RethinkFirst

Description

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.

The Professional Services Coordinator (PSC) will work with multiple school districts to support the implementation process and fidelity of successful platform implementation and customer satisfaction.
Reports to: Professional Services Manager (PSM) or Director of Educational Partnerships (DEP)

Duties and Responsibilities:

Professional Development

• Create and delivery 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 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, including but not limited to, the PSM, 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 PSM/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.
• 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
• Strategically plan and deliver effective customer communications as assigned by PSM
• Create opportunities to facilitate strong professional relationships with customers.
• Ability to adapt implementation supports to address unique customer needs
• 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.
• 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 employee
  • External Customer - anyone we interact with on behalf of RethinkEd that is not a RethinkFirst employee
• 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 hours
• 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

Company Support

• 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.

Qualifications
Required:

• Bachelor's Degree in Education, Psychology, Counseling, Behavior Analysis, or related field
• 4 or more years of experience working as an educator in a classroom utilizing Social Emotional Learning and/or behavior analytic principles.
• Staff training and presentation and experience

Preferred:

• Active Teaching Certificate or Professional Certification/Licensure (BCBA, MSW, LCSW, School Psychologist)
• Master's Degree in Education, Psychology, Counselling, or related field

Location: Remote opportunities are available to candidates who reside in Texas (Houston preferred)

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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