Implementation Specialist (Remote, United States) at Gaggle Net, Inc.

Gaggle has been supporting student safety and well-being for more than 20 years with a mission of ensuring the safety and well-being of students and schools by leveraging people and technology. Our vision is that all schools are safe and all students get the mental and emotional help they need.

Gaggle is looking for an Implementation Specialist to work directly with customers to ensure they have services enabled as quickly and effectively as possible. The main focus of this position is to oversee all aspects of enabling services to protect students. This includes helping customers understand and complete key milestones in implementation, validating that technical setups are correctly completed, and sharing best practices with customers that result in a great experience. This role owns the onboarding process and works closely with all internal teams to move customers through implementing their Gaggle services. A successful Implementation Specialist can quickly and accurately educate customers on our services, become proficient in handling the technical set-ups of systems such as Google, O365, and Web-Filtering Providers.

The ideal candidate will have the ability to tailor their process and communication style based on the unique needs of our district partners and the individuals they are working with.

Duties and Responsibilities:

• Project Management
  • Manage concurrent implementation projects for assigned customers; this includes but is not limited to, project-tracking, leading onboarding calls, and training users on Gaggle’s customer portal
  • Collaborate effectively with both internal teams and external district teams to coordinate project milestones, timelines, and deliverables
  • Ensure implementation projects with district partners are completed within 60 days of purchase
  • Support Customer Success Managers with the technical responsibilities of an account set-up for large school districts as they onboard to Gaggle
  • Communicate with internal teams to ensure an efficient implementation experience
• Customer Management
  • Ensure customers complete implementation within 60 days of purchase by establishing a regular communication cadence with each account.
  • Guide and educate customers to ensure understanding of services purchased as well as successful outcomes
  • Provide exceptional customer service on all interactions through emails, calls, and meetings. This includes providing established best practices, asking questions to validate districts’ understanding of what needs to be done, and documenting key decisions made throughout implementation
  • After services are enabled, monitor each district for 30 days to ensure they have been properly set up for success
  • Provide visibility to internal teams when customers are at-risk of not enabling services within 60 days and coordinate a plan to get their implementation back on track.

Skills and Qualifications:

• Organized with the ability to handle multiple projects concurrently
• Self-directed and self-motivated with the ability to work individually or as part of a team in a fully remote environment
• Excellent verbal and written communication skills.
• Detail-oriented
• Experience deploying Agents/Extensions
• Strong understanding of Google and O365 Administrator settings is a plus

Education and Experiences:

• Bachelor’s degree or equivalent experience
• Experience onboarding new customers
• 3+ years of working in a customer-facing role (implementation experience a plus)
• Proven record of providing exceptional customer service
• Use of CRM to maximize efficiency (Salesforce a plus)
• Involvement in K-12 is a plus
• Experience working remotely is a plus

Additional Information:

• Reports to the Implementation Manager
• This is a fully remote position; a reliable high-speed connection and a comfortable, private, dedicated work area will be essential for this role’s success

Salary Range and Benefits

Please apply to this posting in order to learn more about the starting salary range and benefit options. Some benefits highlights:

• We’re a remote-first company; our team works together across all 50 US states
• PPO and HDHP health insurance plans through BCBS of Illinois; coverage includes treatment for fertility (including IVF) as well as offering virtual visits and mental health resources
• Dental insurance (including orthodontia) through Guardian
• Vision insurance through BCBS/EyeMed
• HSA, FSA, LPFSA, and DCFSA available, with a $500 annual company contribution
• 401(k) plan with immediate vesting and a 4% company contribution with each paycheck
• Employee Assistance Program through Paychex and Guardian (includes financial and legal assistance)
• Flexible PTO
• Generous, 100% to 70% paid leave plans, up to 90 days
• Pet Insurance Discount Program
• Fun perks such as team recognition programs, holiday gifts and bonuses, company retreats, raffles, and fantasy football leagues

Our Team Commitment

Gaggle is proud to be recognized as a 2023 Top Workplace and also a proud recipient of the 2024 Top Workplaces USA Today award. We are committed to equal opportunity without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.