Implementation Success Manager West RegionContext:Learning Ally is a leading nonprofit education solutions organization that transforms the lives of struggling learners by delivering proven literacy solutions that help students reach their potential.
Its mission is to radically change education, transforming the lives of children by providing reading interventions and solutions to help them succeed academically, build self-confidence, and thrive in school and beyond.65% of fourth graders read below proficiency and are 400% more likely to drop-out of high school.
And, for “most at risk” students (students of color, low income, English Language Learners and students with learning disabilities) the problem is even more acute.Learning Ally seeks to break this cycle.
With early student assessment, intervention and accommodation and professional development for educators, Learning Ally can identify and prevent learning issues by working with schools and educators to support new and struggling readers.
Our solutions build a strong foundation for independent, engaged learners who are empowered to achieve socially, emotionally, and academically, regardless of background or learning difference.Founded in 1948 as Recording for the Blind, to help soldiers who lost their sight in combat continue their education with audiobook products, Learning Ally has evolved to help individuals understand the unique ways they learn and match them to the solutions that enable personal achievement.Today, Learning Ally reaches over 1,600,000 students, 260,000 educators and 21,600 schools across the country and continues to expand its reach.
With a continued commitment to supporting students who learn differently, Learning Ally has joined researchers and neuroscientists from renowned institutions including UCSF and MIT, to better understand and address learning issues.
You will find that our culture is one that is very committed to our mission, innovation, professional growth, and diversity, equity, and inclusion.
Implementation Success ManagerThe Implementation Success Manager owns responsibility for a portfolio of accounts.
They will manage the entire customer lifecycle from initial implementation planning and roll-out, providing program overviews, conducting data reviews and status updates, trouble-shooting along with customer stakeholders to drive usage and adoption.
They must be able to prioritize accounts and the service levels provided to ensure maximum product usage that drives strong renewal rates and develops upsell/expansion opportunities in partnership with the sales team.Key Responsibilities:Program Implementation:Develop, implement, and monitor customized implementation plansProject manage all aspects of the implementation plan in larger accountsProblem solve and work through implementation barriersEvaluate fidelity of implementation and work with educational leaders to mid-course correct to ensure implementation goals are metMonitor data and generate status reports that call to actionLeverage internal resources to ensure client needs are metProfessional Services:Utilize adult learning principles to deliver product overviews with effective engagement and transfer of learning (in-person and virtual sessions)Influence/coach implementation leaders to take necessary actions that will strengthen implementation while understanding of their day to day demands.Customer Lifecycle Management:Use customer relationship nurturing and management to influence them to take actions that drive implementation forward and mitigate renewal risk.Engage school leaders in thinking around future goals and outcomes beyond the present implementation plan and activities (driving toward renewal and upsell)Manage your portfolio of accounts by prioritizing customer needs and utilize time and engagement strategies accordingProblem solve and work through customer implementation barriersBalance customer needs with the strategic needs of maintaining and growing the businessManage the renewal process (with internal supports) and ensure high renewal rates.Uncover and generate upsell opportunitiesWork in tandem with the Sales Representative to close renewals with upsell attachedEducation and Qualifications:Bachelor’s degree in Reading, Literacy, or Educational Leadership5+ years of teaching experience, reading or ELA preferredDemonstrated success in leading districts and educators through a change process and implementation of new programsExperience building and executing implementation project plansExperience leading professional learning initiatives for educatorsExperience with data-driven coaching of colleaguesExperience leading a team to produce positive outcomesExperience in customer success/account management strongly preferred Core Competencies:Thoughtful Problem Solving and Decision MakingTakes a consultative approach with customersUnderstands there is no one size fits all approach when dealing with the customers we serviceCan ask the right questions, listens, and offers up well thought out solutions or optionsProject & Time ManagementGreat organization, attention to detail, and an ability to prioritize and manage time.Able to self-review and critique your own work before submitting to a manager and beyond.Product KnowledgeDevelops expert level knowledge on all facets of our product, including our current system of reporting.Know product limitations, nuances, workarounds, etc.
in order to assist the customer in deploying and implementing effectively and getting value from our solution.Learning MindsetThe product is always evolving.
Love to learn and continuously expand your breadth and depth of knowledgeCan understand a customer’s motivation, learn how the customer is using the product and the pain points they experienceTakes Ownership and InitiativeMust be a self-starter with a demonstrated sense of drive, self-awareness, insight and personal motivation.Can see something that needs to be done and steps up to do it, without being asked.Solution-Oriented / Challenge the Status QuoAlways asks how we can do it better.Thinks outside the box to come up with new options and alternatives both internally and for our customers.ProactiveProactively engage with key customers and stay on top of account health well before the renewal date.Anticipate customer needs based on time of year and level of implementationStrategic MindsetUse data to help prioritize your list of accounts.Understand their goals and develop strategic plans to support their goals to maintain and grow the business.Balance the tactical with the bigger picture in order to drive account success and growth.Relationship ManagerEstablish strong relationships with your key accountsMake sure you know who the key players are on multiple levels (implementers vs decision makers.)Hold meetings that are mutually beneficial to both the Customer and Learning Ally and continue to deepen the relationship over time.Internal CollaboratorGet the right people involved at the right times to produce the best outcomes for the customer.Partner with sales colleagues on territory priorities and pipeline managementShare customer feedback to inform solutions feature enhancement Learning Ally is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.