Senior Director of Professional Services & Support
Job Details
Management
Full Time
4 Year Degree
Professional Services

Company Overview:

At Nearpod, we believe teaching is the most important job in the world. Every day, we reach students through our learning platforms on Nearpod.com and Flocabulary.com. We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We’re backed by leading edtech investors, and have won numerous awards including Edtech Digest’s 2018 Company of the Year. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We've adopted a remote-first culture. Our diverse team is based across the US with many working out of our office headquarters in Fort Lauderdale, Florida.

 

Location: Fort Lauderdale, FL; Brooklyn, NY; Remote

 

Position Overview:

Nearpod is experiencing rapid growth and is looking to add a Senior Director of Professional Services & Support to the senior management team to take our partnership with school districts and direct-to-teacher support to the next level. In this role, you will position Nearpod as the districts’ go-to partner in their digital transformation by making the Nearpod Professional Services offering a strategic asset, growing a team of full-time and part-time District Strategy Consultants, and introducing a mix of free and billable Professional Service offerings to support implementations at schools and school districts around the country and internationally.  This role will also be responsible for leading the Customer Support team to reduce customer churn and increase user satisfaction with our platforms by creating an efficient, scalable and consistent sales support function.

 

Who You Are:

  • A teaching and learning expert with a passion and belief that technology can fundamentally change the way standards-based instruction is delivered

  • An experienced leader in professional services who has led implementations of K-12 technologies and curriculum at both the school and district levels

  • Comfortable with interacting with school and district administrators in planning and executing on most of all the key components of a new technology implementation, including product training, teacher professional development, technical implementation, roll-out plans, curriculum mapping, etc. 

  • A hands-on leader ready to build, manage, optimize and expand services and support to enhance the value of the Nearpod platform and enable even greater levels of customer adoption and value realization

  • Deep understanding of classroom dynamics and be able to anticipate teachers’ needs to ensure a best-in-class customer support experience

  • Desire to make meaningful contributions to an organization committed to making students’ and teachers’ lives better.

  • Experienced in helping support customers through various channels; email, chat, phone, online portal.

 

Responsibilities:

Professional Services

  • In consultation with Customer Success and Product, optimize existing and develop new Professional Services offerings and methodologies to increase user adoption and a long-term relationship with districts

  • Recruit and coach a national team of high performing full-time and part-time District Strategy Consultants

  • Coach of Curriculum Alignment Specialists, including the development of a standardized SOW for curriculum mapping services to ensure that projects and deliverables are completed on time, within budget and with a high level of customer satisfaction

  • Develop and manage the P&L (budgets, sales forecasts, etc.) for a billable Professional Services offering.

  • Create capacity and utilization models to forecast resource needs.

  • Partner with the Marketing team to promote free and paid Professional Services offerings 

  • Work with the Sales and Customer Success teams to qualify, scope, and prioritize opportunities 

Customer Support: 

  • Lead a high functioning support operation that delivers support at scale
  • Recruit and retain top talent and ensure that they leverage our brand voice of empathy for and love of teachers in all forms of communication

  • Enable Customer Support Team to work collaboratively with internal teams to resolve tickets efficiently

  • Be accountable for all support performance metrics and for reporting on these metrics on a regular basis

  • Identify tools, programs and technologies to support Customer Success function

  • Champion teachers needs by surfacing insights from support and informing cross-functional decisions, with particular focus on product roadmap, that have an impact on our user experience

  • Collaborate with Customer Success, Operations, Sales and Finance teams to ensure we are meeting our service level commitments and maintaining profitability

 

Required Skills & Experience:

  • A bachelor’s degree from an accredited university required; Master’s Degree or greater is  strongly preferred

  • 5+ years as the client-facing leader of successful Professional Services operations in K-12 education required, ideally involved in the implementation of a SaaS edtech involving digital curriculum; experience leading Customer Support Teams desired

  • Prior experience writing SOW’s and leading implementations

  • Experience owning a P&L

  • Comfortable leading pre/post sales discussions with all levels of customer resources, from technical to executive levels

  • Strong understanding of contracts, staffing, service delivery, performance and operational excellence.

  • Exceptional organizational, analytical and detail-oriented thinking skills 

  • The ability to operate in a highly efficient manner by multitasking in a fast paced environment

  • Strong interpersonal and coaching skills with the ability to thrive in a high-growth company environment, while delivering services to large school districts

  • Up to 50% travel required, depending on the needs of the organization and the reopening of schools

 

Employment Requirements: Must be authorized to work in the U.S. without restrictions

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 


 

 

Student Engagement Platform - Nearpod and Flocabulary
Student Engagement Platform - Nearpod and Flocabulary
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