Implementation Manager - Bilingual

Lexia Learning - Harrisonburg, Virginia or Remote - Full time

With a work environment that encourages and nurtures creativity, great ideas take flight and become products and services built from the bottom up. Working for Rosetta Stone or Lexia, a Rosetta Stone Company means that your opportunities are limitless.

There's an amazing energy here. It's the feeling that we're doing something unique, unexpected, and beneficial, and it permeates everything we do. 

Position Overview:

The Implementation Specialist (IS) team is responsible for onboarding and supporting North American Education client accounts of $7,500 - $25,000 in annual revenue. Implementation Specialists work closely with sales partners in one or more territories to understand each client’s value proposition and desired outcomes for their Language Program.

The IS guides new Rosetta Stone clients through their onboarding process and works to ensure strong adoption of Rosetta Stone throughout the school or school district. They serve as a trusted advisor to clients, engaging with them via phone, email, and online meeting platforms throughout the client lifecycle to ensure clients reach their goals while creating an optimal customer experience. They are communication experts who are able to drive clients to action and keep them engaged throughout the school year. They actively monitor customer health scores, as well as usage and adoption data to identify risks and opportunities, and work closely with sales partners to address these. By helping clients achieve their goals and building positive relationships, Implementation Specialists also help create new advocates and spotlight client success stories.

Implementation Specialists are measured on their ability to onboard clients quickly and effectively, helping clients begin to achieve value from using Rosetta Stone as early as possible. They are also measured on Customer Satisfaction and the ability to retain, and ideally grow, their customers to positively impact Customer Lifetime Value.

Location: Ideal candidate will reside in Harrisonburg, VA

Core Responsibilities:

  • Coordinate, schedule and project manage implementation of Rosetta Stone language programs for midsize education clients
  • Help the client create and execute a Success Plan, and work collaboratively with clients to help them achieve desired outcomes
  • Ensure that professional development sessions purchased by clients are scheduled in a timely manner
  • Understand and collect best practices for successful language programs; advise clients on reaching language learning goals for their learners and administrators
  • Develop new creative ways to engage and educate administrators to help achieve success for each account based on their organizational goals
  • Create positive working relationships with other groups/organizations inside Rosetta Stone
  • Understand all facets of the Rosetta Stone K-12 products – technical and operational, as well as internal Rosetta Stone systems and processes
  • Collaborate with the K-12 Sales Team to ensure seamless transition from Sales to Implementation
  • Stay aligned with the Customer Success organization regarding processes and procedures
  • Analyze and interpret account data to determine the status of client health
  • Recommend changes in processes and procedures that improve results for Rosetta Stone clients
  • Maintain exceptional documentation of all client interactions
  • Maintain an upbeat, enthusiastic attitude and outgoing personality that inspires our clients and fellow team members; achieve high client satisfaction ratings
  • Occasional travel may be required

Qualifications:

  • Fluent in English; Multilingual a plus
  • Bachelor's Degree or equivalent years of experience
  • Exceptional written and verbal English communication skills
  • Ability to motivate others to a recommended course of action
  • 2+ years in a customer-facing role. Experience maintaining ongoing customer relationships preferred
  • Strong software skills, including MS Office, Google Suite. Salesforce or other CRM experience preferred
  • Proactively identify opportunities for upsell, cross-sell of Rosetta Stone products and services. Ability to collaborate effectively with sales partners to develop strategies for delivering customer outcomes and managing risks.
  • Passion for language learning and experience learning new languages
  • Strong teamwork skills and the ability to work effectively with a diverse group of colleagues
  • Ability to communicate across all levels of an organization
  • Strong analytical skills (e.g. reporting, Excel, data analysis)

Desired Qualifications:

  • Classroom teaching or education administration experience preferred
  • ESL teaching experience highly preferred

We Are Customer Success

We put the customer at the center of all we do. We are the troubleshooters, the problem solvers, the virtual tour guides, the motivators, the techies, and the literacy and language experts who partner with you to achieve your goals and ensure optimal student outcomes. Our passion is to make the customer experience the very best it can be. Are you ready to make Customer First your mantra?

Working With Us

You'll have the best of all worlds... the opportunity to work with passionate, talented people who are the best in their fields. Rosetta Stone and Lexia full time employees also enjoy a generous vacation policy, outstanding health and financial benefits, and much more.

Employee well-being is first and foremost at Rosetta Stone -- we know that professional success depends on personal health and happiness. That's why we empower you with benefits you can use to succeed in every area of your life, including:

  • Comprehensive health care benefits
  • 401K with 100% matching up to 4% of salary
  • Unlimited vacation policy and 9 paid holidays
  • Legal assistance
  • Tuition reimbursement
  • Parking & transit benefits
  • Caregiver & family support
  • Adoption assistance
  • Pet insurance

...and much more!

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.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Lexia Learning

We are dedicated to helping people change their lives through the power of language and literacy education. Join our passionate, energetic, and international team and add your talents to Who We Are!

Share this job

Find your

Dream job in edtech

EdSurge Connect Beta matches talented educators, technologists, and business leaders with amazing edtech companies.

Get Matched

Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up