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: Working remotely 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. This role will work 8-5 pm CST or 8-5 pm EST. 

Key Responsibilities:

1. Project Management: Develop and manage comprehensive implementation plans for new clients, coordinating between client teams, internal technical teams, and other resources.
2. Client Support: Resolve client support tickets efficiently, coordinating with necessary teams to ensure client satisfaction.
3. Product Development Support: Assist Product Managers in testing new features, providing user documentation, and offering valuable user feedback.
4. Sales Support: Conduct product demonstrations for prospects and support the sales team during the pre-sales process.
5. Process Improvement: Continuously identify and implement improvements to the implementation and support processes.
6. Reporting and Analysis: Generate regular reports on project status, client health, and key metrics for leadership decision-making.
7. Cross-functional Collaboration: Work closely with sales, technical, and customer success teams to ensure smooth handoffs and consistent client experiences.
8. 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 client retention rate of 95% or higher. 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 high support that can Deeply understand Securly's products and implementation technicalities and clients.