Implementation Specialist

Company Description

SchoolMint is a leader in the K 12 Ed-tech space offering best-in-class SaaS solutions centered on Strategic Enrollment Management. Driven by our mission to help educators create bright, more sustainable futures, SchoolMint provides solutions that help K-12 districts and schools attract and enroll more students and families and retain them for years to come. SchoolMint is a global organization with approximately 225 employees, with offices in New Orleans, Lafayette, and San Jose, Costa Rica.

We are a fast-growing and established EdTech company rooted strongly in our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change. We take these values seriously and use them as the foundation of everything we do.  SchoolMint is dedicated to delighting our customers with award-winning products and top-notch customer service.

Job Description

SchoolMint is actively looking for an Implementation Specialist to join our Customer Experience Implementation team. The Implementation Specialist reports to the Manager, Customer Implementation. 

The Implementation Specialist is responsible for the configuration of a customer’s solution in close coordination with the Customer Experience Manager. Implementation Specialists are true product and solution experts, and can ensure a customer’s solution meets their business requirements. 

What You’ll Do:

• Work with customers to understand their strategic enrollment process and project goals, translate that process into a configuration plan for the SchoolMint software in conjunction with the assigned Customer Experience Manager;
• Facilitate the management of client expectations during the implementation process including discussions with the assigned Customer Experience Manager regarding potential delays in the implementation as a result of missed or incomplete tasks;
• Update customer case details (Totango/Salesforce) and time tracking system (Avaza) to record work performed;
• Independently manage multiple priorities (i.e. customer sessions, follow-up questions, internal/external support, etc.) while maintaining a high level of service and customer-centric focus;
• Escalate problems to the appropriate teams to promptly and effectively address issues;
• Work according to the timeline and expectation designated by the client and effectively address delays or complications;
• Identify, elevate, and mitigate potential risks for assigned projects and minimize the potential for disruption, error, misunderstanding, scope creep, cost exposure, quality concerns, and schedule delays;
• Obtain repeatedly positive feedback from external and internal customer and project stakeholders;
• Communicate project updates and progress towards goals on a weekly, monthly, and quarterly basis;
• Promote and participate in continuous process improvement goals;
• Consistently meet all project expectations and objectives;
• All other tasks as assigned from time-to-time by the business.

About You:

• 2+ years of experience with customer service, program/project management, and business development working in EdTech industry or public K-12 education landscape
• 1+ years experience successfully leading implementation and onboarding projects in a SaaS or subscription enterprise software company
• Prior experience with solution evaluation and/or system management
  
• Excellent time management, organization, and communication skills. 
• Data-driven
• Highly tactical with thoughtful action to drive high-performance results
• Strong communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
• Strong problem-solving skills to resolve project-related issues (ex. timeline risk, scope creep, resource constraints, etc.) and escalations while navigating challenging situations in a professional manner
• Travel possibly required up to 25%

Even Better:

• Associate Project Manager, PMP®, or similar certification
• Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus
• Subject matter expertise in education technology
• Salesforce, Totango, and/or similar CRM and Customer Success platform experience

Some Awesome Perks:

• Medical, Dental, and Vision Insurance
• Employee Paid Life Insurance, Short Term & Long Term Disability
• PTO (15 days), Sick Days (5 days), Birthday Floating Holiday, Floating Holiday, Volunteer Day, and Company Observed Holidays plus two 4-day work weeks every month
• 401k (with a 90-day waiting period)
• Professional Development
• Flexible Spending Account (FSA) and Dependent Care Account (DCA)
• Educational Assistance Program