Professional Service Coordinator - Rethink Ed

Founded in 2007, Rethink Ed, a division of Rethink First, is an educational technology company headquartered in New York City that is transforming the way teachers and students learn, grow, develop, and succeed—in school and in life. Rethink Ed helps school districts end the struggle to create healthy, positive cultures of learning to bring out the best in administrators, teachers, students, and parents. With evidence-based learning solutions, technology-based tools and resources, and on-demand video instruction created by a team of educational and clinical experts, Rethink Ed’s four platforms (social and emotional learning for all learners; training and professional development for all staff; step-by-step behavior interventions; and educator- empowering skills curriculum) are changing the world one student, one teacher, one classroom at a time.

The Professional Services Coordinator (PSC) will work with multiple school districts to support the implementation process and fidelity of successful platform implementation and customer satisfaction.  

Reports to: Professional Services Manager (PSM) or Director of Educational Partnerships (DEP)

Location: Remote for residents for Florida only

Duties and Responsibilities: 

Professional Development 

• Creation and delivery of engaging and effective professional development sessions (may be delivered virtually or in-person, as well as individual, small and large group training). 
• Maintains strong product knowledge and platform fluency. 
• Ability to customize presentation and messaging to the specific needs of the customer.
• Demonstrates strong questioning strategies & listening skills to determine customer needs and problem solve. 
• Collaborate with other professional services team members in developing and  strengthening professional development content. 

Knowledge and Expertise 

• Maintain expert content knowledge of best practices in behavior analysis, social emotional learning, mental health, and special education. 
• Shares new best practices and effective implementation examples with the team.
• Maintains knowledge of state and district specific standards, trends and current events that may influence the customer experience. 
• 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 in a timely fashion and promote a high-touch experience for customers at all levels within the district.  
• Establish and maintain ongoing and regular communication with instructional teams and other end users as indicated by supervisor. 
• Strategically plan customer communications and activities and maintain a minimum of monthly engagement with all end-users with a focus on value for the customer to promote usage.  
• Create opportunities to facilitate strong professional relationships with customers.
• Ability to adapt implementation supports to address unique customer needs.
• Enter all customer interactions, cases, bugs, and feature requests into Salesforce in a timely  manner.
• Monitor customer utilization trends as assigned by supervisor. 
• Capture customer feedback and share with supervisor for action.  

Professional Behavior, Communication & Time Management 

• Ensure outlook calendar is always up to date and share calendar with your supervisor and  team. 
• Demonstrate excellent organization, prioritization, and planning skills. 
• Produce high quality work with minimal supervision.  
• Take ownership and responsibility for actions, projects, and assignments. 
• 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. 

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: 

• Bachelor’s Degree in Education, Psychology, Counselling, Behavior Analysis, or related field
• 4 or more years of experience working as an educator in a classroom utilizing Social Emotional Learning and/or behavior analytic principles.
• Staff training and presentation experience. 

Preferred: 

• Active Teaching Certificate or Professional Certification/Licensure (BCBA, MSW, LCSW,  School Psychologist)
• Master’s Degree in Education, Psychology, Counselling, or related field