Sr Implementation Mgr

Houghton Mifflin Harcourt (HMH) is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

Job Title: Senior Implementation Manager

Remote Position-Territory will be California-Applicants must reside west of the Mississippi to be considered! California, Oregon, Nevada or Arizona applicants are highly preferred!

 

Who We Are

 

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries.

 

What you’ll do:

The Senior Implementation Manager (SIM) is an educator with deep expertise in teaching, learning and school ecosystems. They drive customer success through a focus on Account Management and Health. They partner with district leaders to support their implementations of our products and services. This work begins at the time of the adoption to ensure a successful launch and continues throughout the year with goals focused on student growth, curriculum, and instructional practices. They also work in partnership with Sales to inform and share progress in the accounts especially when their HMH products and services are coming up for renewal or when the customer is considering expansion. In addition to this work, this team member is a program content expert who is responsible for delivering revenue generated service events. They typically lead professional learning sessions in the accounts they manage to foster deeper relationships and to drive better outcomes for teachers and students. The Senior Implementation Manager is a strategic partner and a HMH Ambassador. Learning and growth are at the heart of their work with our customers and for themselves, as practitioners.

Working in Professional Services, the Senior Implementation Manager will be responsible for the following primary duties:

 

1. Account Management and Support

 

Customer Success

· Responsible for accounts averaging $2-5M of services business; $35-60M of product business including multi-year core adoptions; subscription coaching business; subscription supplemental and intervention business

· Works directly with up to 100 accounts ‘of size’ (where they are getting direct customer success and implementation support)

· Maintains customer communication and outreach, including conversations about planning, rostering, enrollment, usage, goals/outcomes, and planning

· Creates, executes, and manages Success Plans and Services Implementation plans.

· Ensures all tasks are up to date within Gainsight

· Communicates (consistently) with Instructional Coaches serving in their aligned accounts to make sure all involved understand the success plan and any adjustments that surface (including custom training needs, specific language and/or protocols specific to the school/district)

· Participates (and sometimes leads) customer conversations and data meetings

· Monitors (regularly) account analytics such as enrollment and usage

 

Partnership with Sales

· Works in partnership with account-aligned Account Executives to communicate account progress, highlights, and potential needs

· Exhibits flexibility when communicating and adjusting plans based on customer response and feedback

· Drives solutions needed for customer success, renewal, and expansion

 

2. Training and Coaching: Brings content to life and facilitates meaningful learning experiences

 

Dynamic Facilitation: Online and In-person

· Responsible for the delivery of direct, revenue generated service events

(Average of 32 hours/month and a minimum of 384 hours/year)

· Works to maintain an individual standard of Customer Satisfaction (CSAT) of 90% or higher and a Net Promoter Score (NPS) of 50 or higher for session facilitation and coaching

· Provides focused, meaningful, and relevant professional learning and coaching experiences

· Plans and prepares with a flexible and engaging approach to adult teaching and learning

· Dem