Customer Implementation Manager

Lexia Learning - Buffalo, New York - Full time

We are Customer Success

The Customer Success Team at Lexia collaborates with customers to help them reach their desired outcome while having an outstanding experience. We partner with K-12 Administrators and Educators to implement Lexia programs with fidelity and ensure optimal student outcomes. We help our customers build capacity locally to implement Lexia programs effectively and efficiently, ensuring a powerful return on investment - strong and confident readers!

You are an Implementation Manager

The Implementation Manager is responsible for overseeing the delivery of a range of educator professional learning and implementation support services within an assigned geographic area. Reporting to the Sr. Implementation Manager, this person will work closely with K-12 district and school leaders to plan and coordinate the delivery of services and work with educators and instructional leaders to coach them on how to implement Lexia Reading programs with fidelity. The ideal candidate has elementary or secondary teaching and/or administrative experience, preferably with a background in literacy education and will reside in or near Buffalo, NY. S/he has excellent organizational and leadership skills and is adept at working in a professional learning and coaching capacity on-site in school settings.

This ideal candidate will reside in upstate New York in the Buffalo, Syracuse, or Rochester territories.

Essential Job Responsibilities

  • Coordinate, deliver and track implementation and professional learning services to a large K-12 customer base in an assigned geographic region to achieve all goals for retention and expansion
    • Develop comprehensive, customized implementation plans in consultation with various identified stakeholders
    • Coordinate on-site and remote professional learning
    • Facilitate a portion of the on-site and live online professional learning
    • As part of the support for district and building leadership, provide guidance on and align resources to local standards, staff needs, implementation best practices and complementary programs in use at the school
    • Analyze feedback on professional learning sessions to ensure customer satisfaction
  • Analyze and interpret student and staff data to determine implementation status and needs to initiate proactive solutions to drive student and staff usage and ensure optimal student outcomes
    • Analyze district account data to determine implementation status and identify customer needs
    • Proactively communicate implementation gaps to customer
    • Problem solve and offer solutions to address identified implementation gaps
  • Understand all facets of Lexia’s programs – technical and operational, as well as internal Lexia systems and processes
  • Maintain an upbeat, enthusiastic attitude and outgoing personality that inspires our clients and fellow team members and achieve high client satisfaction ratings
  • Maintain customer information and track implementation activity using SalesForce.com
  • Coordinate internal communication and collaboration across multiple internal teams to support the success of the customer
  • Travel up to 30%+, while maintaining a high productivity level

Qualifications

  • Minimum of a Bachelor's degree
  • Master’s degree preferred
  • Minimum 3 years of direct client experience in support of large district accounts including professional learning, customer services and implementation partnerships
  • Minimum 3 years of elementary or secondary teaching and/or administrative experience, preferably with a background in literacy
  • Experience in the development and delivery of professional learning for K-12 educators and administrators
  • Experience with data-driven instruction and blended learning models
  • Experience inspiring others to action (leadership, fundraising, public service)
  • Highly adept with technology, and quick to learn new technologies and apply solutions
  • Experience with and ability to communicate across all levels of an organization, excellent written and spoken communication skills
  • Strong data analysis skills
  • Ability to travel 30%+
  • At Rosetta Stone we speak, learn, and interact differently, we embrace and thrive on these differences! We deeply benefit from the diversity that each individual has to offer. We are dedicated to fostering a culture that celebrates unique backgrounds, ideas and experiences. Rosetta Stone is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, pregnancy, veteran status or any other status protected by federal, state or local laws.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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