BCBA Professional Services Manager - RethinkEd

The Professional Services Manager (PSM) will support the implementation process across multiple school districts and will be responsible for leading implementation with assigned districts as well as supporting renewals if assigned by the supervisor. The PSM will work with all stakeholders to ensure fidelity of platform implementation and customer satisfaction leading to renewal and growth. The PSM may be responsible for supervising a small team of Professional Services Coordinators. Reports to: Director of Educational Partnerships (DEP) Duties and Responsibilities: Professional Development Create and deliver engaging and effective professional development sessions (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. Remain up to date on all product and content launches and communicate those updates with customers, supporting in problem-solving any issues that may arise effectively and efficiently. Customize presentation and messaging to the specific needs of the customer. Use strong listening skills and adapt presentations and supports to the needs of the audience based on feedback, reception, and questions. Collaborate with other professional services team members, including but not limited to, the PSC and DEP, 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. Knowledge and Expertise Maintain expert content knowledge of best practices in behavior analysis, social emotional learning, mental health, multi-tiered systems of support, and special education. Communicate best practices for implementation and delivery of product to customers and internal teams. Maintain knowledge of state and district-specific standards, customer-based role changes, trends, and current events that may influence the customer experience. Customer Management and Engagement Exceptional awareness and service to address customer needs, overcome and address customer issues. Respond 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 (minimally 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. Support the DEP in creating and maintaining implementation plans for assigned customers. Enter all customer interactions, cases, bugs, and feature requests into Salesforce and Gainsight daily. Strategically monitor customer utilization trends and bring suggestions for strategies to improve or maintain progress to monthly review with DEP. Capture customer feedback and bring suggestions for strategies to improve or maintain progress to monthly review with supervisor. Conduct renewal meetings as assigned by DEP. Follow up with district partners within 24 hours of providing training or meeting with any implementation team members for next steps in implementation planning. Professional Behavior, Communication & Time Management Ensure outlook calendar is updated daily and share calendar with your supervisor and team. Meet all deadlines assigned by supervisor including presentations, support materials, implementation requests, data reports, and others assigned by supervisor. Develop all assigned tasks to meet requirements set by supervisor and with minimal supervision. Demonstrate excellent communication skills with customers and internal team including active listening, verbal, and written communications. Complete and submit reports, data, expenses by due dates as assigned by company process and/or supervisor. Take ownership and responsibility for actions, projects, and assignments. Workplace Attire Discretion and good judgment of employees in their style of dress and personal appearance are essential to maintaining the professional image of the organization. Employees are expected to dress in a manner appropriate to their working environment and tasks. When working directly with customers (virtually or in person) employees are expected to wear business casual or business professional attire. Employees should abstain from wearing the following when working directly with customers: sheer clothing, significantly low cut or revealing clothing, sleeveless tops, ripped or torn clothing, workout/gym clothes, ball caps, clothing with offensive messages. Definitions Business Casual: attire would be appropriate for an interview, client meeting, and office settings. Examples may include (but are not limited to): blouses, collared shirts, slacks, dresses, khakis, skirts, button down shirts, sports coats, blazers, sweaters, lifestyle sneakers, flats, boots, heels. Business Professional: traditional attire used for more formal office settings or environments. Examples may include (but are not limited to): suits, dresses, ties, button down shirts, blouses with blazer, dress shoes. Virtual Working Environment To maximize productivity and maintain a professional working environment in a virtual location, all employees are expected to maintain security, be distraction-free, and engage in a professional manner during meetings. Maintain Security: Employees will be expected to ensure the protection of proprietary company and customer information accessible from their home office. Be Distraction Free: Employees are expected to maintain a quiet and distraction-free working space during their scheduled work hours. Meetings: Employees are expected to engage in a professional manner when receiving or conducting virtual meetings with customers (internal and external). Company Support Attend and engage in all company and team meetings. Volunteer to participate and develop tools and resources to benefit Rethink and Rethink Ed. Provide assistance to other regions and/or departments as required. Provide mentorship to new employees in similar roles as assigned by supervisor. Represent Rethink Ed at conferences or other assigned events, providing support to sales team as directed by supervisor. Supervisory Supervise and support reporting PSCs. Qualifications Required: Master's or bachelor's degree in Education, Psychology, Counseling, or related field. 4 or more years of experience working as an educator in a classroom utilizing Social Emotional Learning, MTSS, Mental Health and/or behavior analytic principles. Staff training and presentation experience. Management or supervisory experience. Preferred: Active Teaching Certificate or Professional Certification/Licensure (BCBA, MSW, LCSW, School Psychologist). Master's Degree in Education, Psychology, Counseling, or related field. Project Management/Implementation experience. Salary Range: $70,000 - $80,000 Location: Remote opportunities are available to candidates who reside in the NJ or NYC area as travel is required for this position to conduct onsite trainings at school districts. Our commitment to an inclusive workplace: RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. #J-18808-Ljbffr

Created: 2025-03-08