About the role
Implementation Manager Implementation Manager ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 22 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility. We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey. Who We’re Looking For: We’re seeking a dynamic and detailed-oriented Implementation Manager (ideally CT or PST) to play a critical role in the post-sale customer journey through the implementation phase. You’re someone with customer service in your DNA who will set the tone for the customer experience as the first point of contact with our newest users. You’ll lead customers through data integration, system configuration and completion of the initial administrator training through an efficient yet effective process that will ensure long-term success with our platform. We are seeking someone who is eager to be an active contributor in a fast-paced environment where we’re solving challenging problems for real people.Most importantly, you’re someone who shares in our passion for improving the lives of students through communication. This role will include: Completing successful implementation for multiple clients/accounts as assigned Maintaining exceptional customer satisfaction ratings while completing timely and accurate data migration, system configuration and initial training Ensuring customers are established before transitioning to the Customer Support team for the remainder of their life cycle Managing internal tools that support implementation with documentation, training and metrics Troubleshooting and support/escalate issues in the implementation process in order to find a timely and correct solution Sharing best practices, tips and participate in coaching to help us become a best-in-class implementation department Maintaining up-to-date information in CRM about implementation status, deliverables and timeline Supporting additional customer training and creating/updating documentation as needed Providing backup support for our customer support desk during our high volume periods. Our ideal candidate will have the following: 2+ years of experience and proven success in customer implementations within an Edtech company or school/district Bachelor’s degree (or higher) from an accredited college or university preferred Excellent project and time management skills with the ability to maintain multiple different projects in different phases at the same time Extensive experience in leveraging technology to support implementation (i.e. Hubspot, Jira, Zendesk) Some familiarity with SFTP and API for the purpose of collecting data. Excellent communication skills (written, verbal, presentation and interpersonal) Strong work ethic and ability to work effectively both independently and in a collaborative team environment. The
