Implementation Specialist

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

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

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K-12 schools and offices run a range of essential everyday services for students, families, and staff. Our platform enables districts to bring paperwork online to better track their existing processes. This allows districts to cut waste, build more organizational capacity, and make better decisions. We help school districts drive the systemic change needed to improve productivity, accountability and equity.

We are looking for a growth oriented Implementation 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...

  • Collaborate with Account Managers to drive implementation and adoption in districts and schools through consultative product set up, calls, and follow up with users.
  • Serve as the first point of contact and build key relationships with schools site staff ensuring that they have the best possible experience and support.
  • 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 an education environment, product support, training or customer service role preferred.
  • Demonstrated ability and inclination toward self-directed learning, balanced with a commitment to constant team collaboration and problem solving.
  • Exceptional communication skills, both written and verbal.
  • Demonstrated ability to jump right in and master technical concepts and systems quickly.
  • Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it.
  • Strong judgment and the ability to handle sensitive and confidential information with discretion.
  • Motivated by helping and empowering others.
  • Tangible experience expanding and cultivating existing relationships.
  • Positive attitude - naturally enthusiastic, you stay optimistic even when the going gets tough.
  • Technical competence to manage web-based troubleshooting, helpdesk software, and online collaboration tools; Zendesk and/or Salesforce experience is a plus.
  • Proven capacity to problem solve quickly and prioritize “quick wins” over perfection.
  • Clear and concise communicator — the ability to boil down product and engineering jargon into simple and concise customer communications.

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

Informed K12 (formerly Chalk Schools)

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