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Posted: Sunday, February 11, 2018 11:12 AM

Job Requisition ID: 9622
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 and Team Enablement
Build and 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
Observe and provide feedback on the delivery of Professional Learning and Coaching services to each aligned regional consultant several times per year
Monitor consultant customer feedback reports and evaluate consultant performance
Ensure that the consultant team is enabled to use the standardized HMH resources and tools to support service delivery and district communication

Account Implementation Planning and Support
Manage and document implementation plans, processes and meetings to ensure results and
the delivery of service for aligned accounts
Lead, monitor and support top account 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

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 and 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

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
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 s


• Location: Rochester, yorktown

• Post ID: 35857652 rochester is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018