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Mgr Professional Services
Houghton Mifflin Harcourt
Cedar Rapids, IA, United States
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Job Requisition ID: 2662
The objective of the Manager of Professional Services is to effectively manage implementations within an aligned geographic territory by leading a team of consultants and project managers that is prepared to deliver premier customer professional learning services. In addition, the Manager of Professional Services is responsible for partnering with the sales team and specialists team to ensure that all project services are implemented with a high degree of fidelity, brand identity, and customer satisfaction. The goal is proactive customer support to ensure optimal program or project performance, instructional integrity and to gather and report results. The Manager of Professional Services reports to the Director of Professional Services.
Capacity Building (in collaboration with Director of Professional Services and aligned specialists)
• Maintain a highly qualified regional service team
• Prepare and mentor the consultant team to deliver high-quality professional services for all HMH products through monitoring, modeling, and ensuring completion of certification paths.
• Evaluate consultant performance as designated by the Director of Professional Services
• Ensure that the consultant team uses standardized HMH resources and tools to support service delivery and district communication.
Implementation Planning and Support
• In collaboration with the Director of Professional Services, manage and document implementation plans, processes and meetings to ensure results and the delivery of service for aligned accounts
• In collaboration with the Director of Professional Services, help to facilitate implementations, with fidelity to model, of products and/or services
• Facilitate the documentation and communication of implementation issues, successes, challenges, questions and concerns specific to each aligned key account two to four times a year, both internally and externally
• Monitor implementation and service scheduling and delivery using tools such as Sales Force
• Facilitate reporting on key performance indicators for professional learning opportunities and in-classroom support
• As assigned, depending on territory workload, deliver bundled or billable service each year
Sales Support
• Collaborate with sales team to ensure product and service upsell strategies are integrated into service delivery
• Partner with sales team and aligned specialists to identify & craft service solutions and drive service revenue
• Collaborate with the Director of Professional Services, aligned sales partners and other aligned specialists in the development of proposals and other documents as needed
• Occasionally present at national events, sales meetings, or conferences as assigned by the Director of Professional Services
Communication
• Hold the consultant team accountable for providing reports following each day of service delivery
• Foster ongoing dialogue with school administrators
• Facilitate ongoing review of customer satisfaction through proactive customer contact and discussion
• Facilitate appropriate data collection processes to ensure accuracy
• Ensure that consultants understand and can communicate report results to promote effective use of products and assessments and provide recommendations for improved results
• Liaise with national data team for the purpose of data collection, analysis and reporting
• Present cross-organizational project implementation data to districts as needed
• Liaise with national technical services and product development regarding product performance issues, technical planning, technical audits, and open technical cases, and provide input for future product enhancements
Territory Leadership and Management
• Provide high-level oversight of engagements and implementations within your alignment
• Ensure team members establish service partnerships with teachers and leaders using HMH products and/or services
• Lead or participate in high-level district meetings as needed
• As assigned by the Director of Professional Services, represent the regional service team on special projects, including events, presentations and development of professional learning and support services within your alignment
• Monitor field travel & expenses to keep in line with policies
• Ensure successful delivery of service days
Required
• Minimum 4 year college degree, Master's preferred
• Prior teaching experience
• Experience mentoring, coaching and/or teachers and/or leaders
• Experience building and managing a team
• Basic understanding of school district technology environments and product deployment
• Expertise with PowerPoint, Excel and Word
• Demonstrate a professional, team-oriented attitude
• Model excellent leadership and teambuilding skills within the region
• Demonstrate excellent organizational skills to manage a variety of strategic initiatives
• Convey deep understanding of current educational trends
• Adhere to company ethical aspirations and credo
• Practice flexibility and implement innovative approaches to problem-solving in challenging situations
• Demonstrate high-level communication skills that facilitate coherence across all partner organizations
• Display respect for colleagues' talents
• Build internal and external relationships that foster credibility and trust
• Exhibit a willingness to develop a command of all product lines and upselling opportunities
• Participate in special projects or ad hoc committees when requested
Physical Requirements
• Might be in a stationary position for a considerable time (sitting and/or standing).
• The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.
• Must be able to travel 80% of the time with 30% being air travel and/or 70% being driving between customer sites.
ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
For more information, visit http://careers.hmhco.com
PLEASE NOTE:
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.