BCBA Professional Services Manager - RethinkEd

Overview

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.

About the Role: The Professional Services Manager (PSM - BCBA) will support the implementation process across multiple school districts and will be responsible for leading implementation and trainings with assigned districts as well as supporting renewals if assigned by the supervisor. The PSM - BCBA will work with all stakeholders to ensure fidelity of platform implementation and customer satisfaction leading to renewal and growth.

Reports to: Director of Educational Partnerships (DEP)

• Create and deliver engaging and effective professional development sessions to customers and end users (may be delivered virtually or in-person, as well as individual, small and large group training). Ensure rapport and relationship building is built into every interaction with district partners.

• Schedule and provide virtual and occasionally onsite trainings as assigned by supervisor.

• Remains up to date on all product and content launches and can communicate those updates with customer and support in problem-solving any issues that may arise effectively and efficiently.

• Customize presentation and messaging to the specific needs of the customer.

• Uses strong listening skills and adapts presentations and supports to the needs of the audience based on feedback, reception, and questions.

• Collaborate with other professional services team members to develop system-wide supports and materials for customers and strengthen professional development content. This can include tasks such as creating materials to support specific district training needs, gathering data to create progress reports, and sending monthly check-ins with district partners as designated by DEP.

• Maintain expert content knowledge of best practices in social emotional learning, mental health, multi-tiered systems of support, behavior analysis and special education.

• Communicates best practices for implementation and delivery of product to customers and internal teams.

• Maintains knowledge of state and district specific standards, customer-based role changes, trends and current events that may influence the customer experience.

• Participate in ongoing professional development activities scheduled for professional services team.

• Exceptional awareness and service to address customer needs, overcome and address customer issues.

• Responding to customer needs within 24 hours and communicate with the product support team any details to resolve the issue.

• Establish and maintain ongoing and regular (at minimum: monthly) communication with district and/or site-based leadership, implementation, and instructional teams.

• Strategically plan and deliver effective customer communications as assigned by DEP.

• Create opportunities to facilitate strong professional relationships with customers.

• Ability to adapt implementation supports to address unique customer needs.

• Schedule, coordinate and conduct initial leadership meetings as assigned by the DEP.

• Schedule, coordinate and conduct quarterly leadership progress review meetings for DEP and district leadership.

• Enter all customer interactions, cases, bugs, and feature requests into Salesforce and Gainsight daily.

• Strategically monitor customer utilization trends and bring suggestions for…