Manager Professional Services

Houghton Mifflin Harcourt - Multiple Locations - Full time

The objective of the Manager of Professional Services is to effectively manage implementations within an aligned geographic territory by leading a team of consultants and project managers that is prepared to deliver premier customer professional learning services. In addition, the Manager of Professional Services is responsible for partnering with the sales team and specialists team to ensure that all project services are implemented with a high degree of fidelity, brand identity, and customer satisfaction. The goal is proactive customer support to ensure optimal program or project performance, instructional integrity and to gather and report results. The Manager of Professional Services reports to the Director of Professional Services.

Capacity Building & Team Enablement Build and maintain a highly qualified regional service team

Prepare and mentor the consultant team to deliver high-quality professional services for all HMH products through monitoring, modeling, and ensuring completion of certification

paths

Observe and provide feedback on the delivery of Professional Learning and Coaching services to each aligned regional consultant several times per year

Monitor consultant customer feedback reports and evaluate consultant performance

Ensure that the consultant team is enabled to use the standardized HMH resources and tools to support service delivery and district communication

Account Implementation Planning and Support Manage and document implementation plans, processes and meetings to ensure results and

the delivery of service for aligned accounts

Lead, monitor and support top account implementations with fidelity to model of products and/or services.

Facilitate the documentation and communication of implementation issues, successes, challenges, questions and concerns specific to each aligned key account two to four times a year, both internally and externally

Monitor implementation and service scheduling and delivery using tools such as Sales Force

Facilitate reporting on key performance indicators for professional learning opportunities and in-classroom support

Sales Support Collaborate with sales team to ensure product and service upsell strategies are integrated into

service delivery

Partner with sales team and aligned specialists to identify & craft service solutions and drive service revenue

Collaborate with the Director of Professional Services, aligned sales partners and other aligned specialists in the development of proposals and other documents as needed Occasionally present at national events, sales meetings, or conferences as assigned by the

Director of Professional Services

Communication

Hold the consultant team accountable for providing reports following each day of service delivery Foster ongoing dialogue with school administrators

Facilitate ongoing review of customer satisfaction through proactive customer contact and discussion Facilitate appropriate data collection processes to ensure accuracy

Ensure that consultants understand and can communicate report results to promote effective use of products and assessments and provide recommendations for improved results

Liaise with national data team for the purpose of data collection, analysis and reporting

Present cross-organizational project implementation data to districts as needed

Liaise with national technical services and product development regarding product performance issues, technical planning, technical audits, and open technical cases, and provide input for future product enhancements

Territory Leadership and Management

Ensure team members establish service partnerships with teachers and leaders using HMH products and/or services

Lead or participate in high-level district meetings as needed

As assigned by the Director of Professional Services, represent the regional service team on special projects, including events, presentations and development of professional learning and support services within your alignment

Monitor field travel & expenses to keep in line with policies

Ensure successful delivery of service days

Day Delivery

Deliver 35 days of service entitlements

Required:

Minimum 4 year college degree

Prior teaching experience

Experience mentoring, coaching and/or teachers and/or leaders

Experience building and managing a team Basic understanding of school district technology environments and product deployment

Expertise with PowerPoint, Excel and Word

Demonstrate a professional, team-oriented attitude

Model excellent leadership and teambuilding skills within the region

Demonstrate excellent organizational skills to manage a variety of strategic initiatives

Convey deep understanding of current educational trends

Adhere to company ethical aspirations and credo

Practice flexibility and implement innovative approaches to problem-solving in challenging situations Demonstrate high-level communication skills that facilitate coherence across all partner organizations Display respect for colleagues’ talents

Build internal and external relationships that foster credibility and trust

Exhibit a willingness to develop a command of all product lines and upselling opportunities

Participate in special projects or ad hoc committees when requested

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Locations

Cleveland, Ohio
Akron, Ohio

Role

Product Management

Experience Level

Senior Level

Houghton Mifflin Harcourt

Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners.

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