Description
Formative is seeking an Implementation Specialist with demonstrated experience supporting education clients in K-12. This is an exciting opportunity to directly contribute to and be part of the company’s growth and continued success. This role is fully remote within the USA, however candidates must be available to work Pacific or Mountain hours. If this is you and you are passionate about helping educators, read on:
Responsibilities:
- Develop a collaborative relationship with the customer throughout the onboarding/implementation process, in conjunction with the Customer Success Manager, to identify and deliver on customer onboarding goals.
- Plan and manage all aspects of the customer onboarding process, including setup in internal systems, provisioning accounts through OneRoster or other systems, and delivering new user training remotely.
- Troubleshoot effectively via email and virtual meetings, resolving customer questions in a timely, accurate, and complete manner.
- Track time to completion and customer satisfaction, and use data to continuously improve onboarding processes.
The ideal candidate:
- Highly detail orientated
- Technical aptitude
- Be a “self-starter” passionate about customer satisfaction and delivering a fantastic onboarding experience
- Ability to follow processes carefully and thoroughly
- Ability to collect, track, and analyze data to drive continuous improvement
- Exceptional web conferencing presentation skills with small and large audiences
Requirements
- 1+ year of relevant experience (in a customer success, implementation, or customer support role)
- Understand K-12 structure and organization
- Excellent English written and oral communication
- Ability to work and thrive in a fully remote environment
Bonus skills
- CRM experience (Hubspot or Salesforce preferred)
- Experience using a Learning Management System and/or Student Information System
- Coding / development experience