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Client Project manager / Implementation Specialist - EdTech (remote)
Company Overview
Securly, Inc. is the pioneering leader in AI-driven student safety and wellness solutions for K-12 schools. Our award-winning technology safeguards over 20 million students across 20,000 schools globally, continuously raising industry standards. Recognized as an EdTech Product of the Year and a Top Place to Work, we are driven by our mission to create safer, more supportive educational environments through innovation.
Job Summary:
As a Client Project Manager/Implementation Specialist at Securly, Inc., you will play a crucial role in ensuring the successful implementation and adoption of our Pass and Flex products, in K-12 schools. Reporting to the Director of Client Support, you will manage end-to-end implementation projects, provide ongoing client support, assist in product development, and support the sales process. This role requires a unique blend of project management expertise, technical acumen, and client relationship skills to drive client satisfaction and product adoption.
Key Responsibilities:
- Project Management: Develop and manage comprehensive implementation plans for new clients, coordinating between client teams, internal technical teams, and other resources.
- Client Support: Resolve client support tickets efficiently, coordinating with necessary teams to ensure client satisfaction.
- Product Development Support: Assist Product Managers in testing new features, providing user documentation, and offering valuable user feedback.
- Sales Support: Conduct product demonstrations for prospects and support the sales team during the pre-sales process.
- Process Improvement: Continuously identify and implement improvements to the implementation and support processes.
- Reporting and Analysis: Generate regular reports on project status, client health, and key metrics for leadership decision-making.
- Cross-functional Collaboration: Work closely with sales, technical, and customer success teams to ensure smooth handoffs and consistent client experiences.
- Training and Enablement: Develop and deliver training materials and sessions for clients to ensure effective use of Securly's solutions.
Performance Objectives:
- First 30 Days: Complete comprehensive training on Securly's products and implementation processes. Shadow existing projects and begin assisting with client support tickets.
- First 90 Days: Take full ownership of new client implementation projects. Resolve client support tickets independently. Conduct product demonstrations for the sales team.
- First 6 Months: Successfully completed numerous client implementations with high satisfaction rates (>90% client satisfaction score). Reduce average ticket resolution time by 15-20%. Contribute to at least 2 product development initiatives.
- First Year: Manage an entire portfolio of ongoing client relationships, maintaining a 95% or higher client retention rate. Lead or partake in cross-functional initiatives to optimize the implementation process. Achieve a personal Net Promoter Score (NPS) of 8+ from clients and internal stakeholders.
Skills and Qualifications:
- Grit, Resilience, and Work Ethic: Ability to persevere through challenges and consistently deliver high-quality work.
- Influential Communication, presentation, and Client Relationship Management: Skill in conveying information effectively and persuasively to a diverse audience and skills in building strong client relationships
- Project Management Excellence and Time Management: Proficiency in planning and executing complex projects while managing multiple priorities.
- Technical Proficiency and Product Knowledge: Deep understanding of Securly's products and implementation technicalities.
- Problem-Solving and Adaptability: Capacity to resolve complex issues and adapt to changing circumstances.
- Goal Orientation and Strategic Thinking: Ability to set ambitious goals and align implementation strategies with long-term objectives.
- Cross-functional Collaboration and Emotional Intelligence: Skill in working effectively across teams while managing emotions and relationships.
- Growth Mindset and Continuous Learning: Commitment to ongoing skill development and process improvement.
- Educational Industry & product Knowledge with technical proficiency: ability/previous similar evidence to highly support that can Deeply understand Securly's products and implementation technicalities and clients.
Wellness & Benefits Overview
At Securly, we prioritize the holistic well-being of our employees, recognizing that a healthy work-life balance, mental nourishment, and physical wellness are key to professional satisfaction and personal happiness. Our comprehensive benefits package is designed to support every aspect of our team members' lives:
- Competitive Compensation: We offer a robust salary structure complemented by performance incentives to reward your hard work and dedication.
- Health and Well-being: Our extensive benefits package includes top-tier health, dental, and vision insurance, supported by a company-sponsored 401(k) match, ensuring your financial security today and into retirement.
- Parental Leave: We support new parents with 12 weeks of fully paid parental leave, giving you precious time to bond with your newborn or newly adopted child without financial worry.
- Flexible Time Off: Enjoy the freedom of unlimited vacation, over eight paid holidays, and special summer Friday half-days. We also provide a full week of paid leave at year-end, encouraging you to rejuvenate and spend quality time with loved ones.
- Professional Growth: Fuel your career growth with a $1,000 annual stipend for professional development, fostering a growth mindset and continuous learning.
- Remote-First Culture: Our remote-first approach promotes a flexible working environment, helping you maintain a healthy balance between your professional responsibilities and personal life.
Together, we strive to create an environment that nurtures your entire well-being, supporting you in achieving both your professional goals and personal aspirations.
Commitment to Diversity: Securly is an Equal Opportunity Employer. We cherish diversity and inclusion and invite qualified candidates from all backgrounds to join our community. Your unique perspective adds invaluable insight to our team.
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