NROC Implementation Specialist

The NROC Project - Remote - Full time

The NROC Project is seeking an experienced customer success professional to support and provide professional development to NROC Members as they implement NROC courses and tools at their institutions. Ideal candidates should have teaching and training experience (preferably including blended, flipped, or online), and experience in a previous secondary or postsecondary account management role. Familiarity with NROC resources and tools a plus. This is a full-time, non-exempt, temporary project and virtual position. The initial project is anticipated to be 12 months, but it may be extended if funding becomes available.

Essential Duties and Responsibilities:

  • Engage (by phone, e-communications, and occasionally in person) with possible and confirmed institutional partners to ascertain their needs and interests, providing guidance on implementation and growth strategies to ensure successful use of NROC resources.
  • Provide training and support to institutional administrators, positioning them to successfully communicate the product’s capabilities directly with their user base.
  • Track student progress through implementation milestones, and convey progress and issues to institutional partners as well as other staff.
  • Create meaningful reports, enabling institutional partners to understand student engagement and progress.
  • Support new user onboarding, ensuring that each new cohort of users (students, instructors, and institutional administrators) are positioned for a successful launch. Cohort timing will be dependent on the individual institution and there may be several schedules supported simultaneously (ex: monthly and semester-based).
  • Manage and respond to customer needs and issues, maintaining a high level of customer satisfaction and engagement.
  • Create and maintain training materials, both written and video, ensuring completeness and accuracy.
  • Support assigned institutional partners: this may include members in specific geographic locations and/or those using NROC resources to support a specific initiative.
  • Other duties as assigned.

Desired Skills:

  • Strong communications skills, especially in a virtual environment.
  • Excellent task-management skills, with the ability to handle / prioritize multiple tasks independently and efficiently.
  • Proven success in interactions with technical, teaching, and administrative teams.
  • Ability to explain complex systems in simple terms.
  • Experience creating and delivering customer-facing documentation and training.
  • Demonstrated meticulous attention to detail.
  • Proficiency in standard software programs, website, and social media tools.
  • Experience with customer service and support.
  • Strong data analytics skills, executing data cleansing and manipulation tasks, and creating meaningful outputs.
  • Comfortable working with complex online software systems and maintaining a deep understanding of an evolving feature set.
  • Experience and/or strong understanding of developmental education, including institutional roles (for both secondary and higher education). Prior experience teaching or in educational administration is a plus.

Compensation and Benefits:

The NROC Implementation Specialist is a full-time, non-exempt, temporary project employee, working from a remote home office and reporting to the Director of Implementation & Support Services. Compensation is $55,000-60,000 based on experience. Benefits are available. Some travel may be required.

NROC does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Employment with The NROC Project is for no set term; either you or NROC may terminate this relationship at-will, meaning either you or the company may terminate the employment relationship at any time, with or without notice, and with or without cause, for any reason.

Apply:

Please forward inquiries with a resume and a cover letter to Nicole McCabe, Director of Implementation & Support Services: nmccabe@NROC.org.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

The NROC Project

The NROC Project is a nonprofit, mission-driven organization focused on new models of digital content development, distribution, and use. The NROC Project offers high-quality digital media resources and tools to support college and career readiness.

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