Change Management and Communications Specialist

Informed K12 (formerly Chalk Schools) - San Francisco, California - Full time

We are looking for a growth-oriented Change Management and Communications Specialist to be the primary first-line source of knowledge and support for all users at our partner schools and districts across the country, as they transition their critical processes online and build operational capacity for their organizations. We strive to be thought leaders in the K-12 education technology sector and we are excited to define best practices for the entire industry, with your help. This is an exciting, fast-paced role. You will be on the front lines supporting the critical first phase for major project implementations with school districts. You will drive account setup and product configuration while acting as the champion and primary source of support to school sites across the country. You will also work closely with the rest of our customer impact team and our sales, product, and marketing teams to develop strategies that ensure success for all users. Your strong prioritization and organizational skills will help you navigate complex systems and wear multiple hats while your strong decision-making skills and ability to think on your feet will help you troubleshoot issues with all levels of district staff. Your passion and perseverance will help K-12 schools and districts accomplish what they never thought was possible.

Your responsibilities will include:

  • Drive and fully own product adoption across school districts at the critical early stage of new technology adoption and change management
  • Serve as the first point of contact and build key relationships with schools sites and staff across district departments ensuring that they have the best possible experience and support.
  • Collaborate with Customer Success Managers to drive implementation and adoption in districts and schools through trainings and proactive follow up calls with users.
  • Troubleshoot product and process-related issues and drive them to resolution, escalating issues to other team members or the engineering team when needed.
  • Continuously define, document and improve Informed K12’s district support processes and best practices, alongside team leadership.
  • Obsess over systems and data integrity in order to enable product and process-related analysis and learning across the company.
  • Assist the product team with quality assurance testing for new features, as needed.

What you'll need:

  • Minimum 1 year of professional work experience; experience in a sales, marketing, training or customer service role preferred.
  • Exceptional communication skills, both written and verbal.
  • Track record of setting and meeting/exceeding goals.
  • Ability to prioritize and manage own work based on quantitative and qualitative feedback, judgment, and big-picture goals
  • Demonstrated ability to master complex concepts and systems quickly.
  • Proactive and ambitious, eager to take initiative in a fast-paced, dynamic environment — you know what you want and can figure out how to get there.
  • Tangible experience expanding and cultivating existing relationships.
  • Technical competence to manage web-based troubleshooting, helpdesk software, and online collaboration tools; Zendesk and/or Salesforce experience is a plus
  • Bonus points: Loves to write and excels at storytelling
  • Bonus points: Experience navigating a complex and diverse group of stakeholders

Bonus

  • Early stage startup experience, or experience working in an entrepreneurial environment
  • Experience working in K-12 schools or districts

We are an Equal Opportunity employer committed to a diverse and inclusive workforce. In fact, one of our four company values is “Work hard for inclusion.” We believe that our team must reflect the diversity of our customers and that a diverse team where everyone feels comfortable being themselves will be a long-term advantage. We implement policies like the Rooney rule in hiring and work with organizations such as Code2040. We actively seek out diversity and do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

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