• Participate in ongoing professional development activities scheduled for professional services team.

Customer Management and Engagement

• Exceptional awareness and service to address customer needs, overcome and address customer issues.
• Responding to customer needs within 24 hours and communicate with the product support team any details to resolve the issue
• Establish and maintain ongoing and regular (minimally monthly) communication with district and/or site-based leadership, implementation, and instructional teams.
• Strategically plan and deliver effective customer communications as assigned by DEP
• Create opportunities to facilitate strong professional relationships with customers.
• Ability to adapt implementation supports to address unique customer needs.
• Schedule, coordinate and conduct initial leadership meetings as assigned by the DEP
• Schedule, coordinate and conduct quarterly leadership progress review meetings for DEP and district leadership.
• Support the DEP in creating and maintaining implementation plans for assigned customers.
• Enter all customer interactions, cases, bugs, and feature requests into Salesforce into salesforce and Gainsight daily
• Strategically monitor customer utilization trends and bring suggestions for strategies to improve or maintain progress to monthly review with DEP
• Capture customer feedback and bring suggestions for strategies to improve or maintain progress to monthly review with supervisor.
• Conduct renewal meetings as assigned by DEP
• Follow up with district partners within 24 hours of providing training or meeting with any implementation team members for next steps in implementation planning.

Professional Behavior, Communication & Time Management

• Ensure outlook calendar is updated daily and share calendar with your supervisor and team.
• Meet all deadlines assigned by supervisor including presentations, support materials, implementation requests, data reports, and others assigned by supervisor.

• Develop all assigned tasks to meet requirements set by supervisor and with minimal supervision
• Demonstrate excellent communication skills with customers and internal team including active listening, verbal, and written communications
• Complete and submit reports, data, expenses by due dates as assigned by company process and/or supervisor.
• Take ownership and responsibility for actions, projects, and assignments.
• Workplace Attire: Discretion and good judgment of employees in their style of dress and personal appearance are essential to maintaining the professional image of the organization. Employees are expected to dress in a manner appropriate to their working environment and tasks. When working directly with customers (virtually or in person) employees are expected to wear business casual or business professional attire (definitions included below). Employees should abstain from wearing the following when working directly with customers: Sheer clothing, significantly low cut or revealing clothing, sleeveless tops, ripped or torn, clothing, workout/gym clothes, ball caps, clothing with offensive messages.
  • Definitions:
    • Business Casual - attire would be appropriate for an interview, client meeting, and office settings. Examples may include (but are not limited to): blouses, collared shirts, slacks, dresses, khaki’s, skirts, button down shirts, sports coats, blazers, sweaters, lifestyle sneakers, flats, boots, heels.
    • Business Professional - traditional attire used for more formal office settings or environments. Examples may include (but are not limited to): suits, dresses, ties, button down shirts, blouses with blazer, dress shoes.
    • Internal Customer - anyone who is a RethinkFirst employee
      • External Customer- anyone we interact with on behalf of RethinkEd that is not a RethinkFirst employee
• Virtual Working Environment: To maximize productivity and maintain a professional working environment in a virtual location, all employees are expected to:
• Maintain Security- employees will be expected to ensure the protection of proprietary company and customer information accessible from their home office. Steps include the use of locked file cabinets and desks, regular password maintenance, and any other measures appropriate for the job and the environment.

• Be Distraction Free- employees are expected to maintain a quiet and distraction free working space during their scheduled work hours
• Meetings: employees are expected to engage in a professional manner when receiving or conducting virtual meetings with customers (internal and external), this includes:
  • Absence of audible sounds from music, TV’s, other devices
  • Absence of audible sounds from, and visibility of individuals or family members
  • Ensuring a RethinkEd background is present for all external customer facing meetings
  • Ensuring a RethinkEd, blurred or other professional background is present for all internal customer meetings

Company Support

• Attend and engage in all company and team meetings.
• Volunteer to participate and develop tools and resources to benefit Rethink and Rethink Ed
• Provide assistance to other regions and/or departments as required.
• Provide mentorship to new employees in similar roles as assigned by supervisor
• Represent Rethink Ed at conferences or other assigned events, provide support to sales team as directed by supervisor.

Qualifications

Required:

• Master’s or bachelor’s degree in Education, Psychology, Counseling, or related field
• 4 or more years of experience working as an educator in a classroom utilizing Social Emotional Learning, MTSS, Mental Health and/or behavior analytic principles.
• Staff training and presentation experience

Preferred: