Implementation Consultant I(Behavioral Case Manager)

Description

Summary:

This role prepares clients for success by coordinating and facilitating the configuration and launch of SaaS tools that help organizations and communities stay safe and thrive. Focusing on back-office system configuration, client user management, software training, and advising on best practices for deployment and adoption, this Implementation Consultant I role will work with new clients to configure and deploy Navigate360 solutions, with a specific focus on our Behavioral Case Manager offering. This role owns the client experience from the onboarding phase of the customer lifecycle through the delivery of admin user training and system launch.

Duties / Responsibilities:

• Coordinate and manage the onboarding, configuration, and technology integration timeline with customer.
• Conduct effective and engaging training across multiple formats (live to many, virtual live to many, recorded, individual, and needs-based sessions).
• Maintain a deep level of understanding and be able to effectively communicate the various Navigate360 SaaS solutions’ values and functionalities.
• Understand education terminology and the needs/requirements of school administrations and law requirements for school safety management, particularly regarding Behavioral Threat Assessment.
• Exercise independent discretion to drive customer participation in setting up and training aspects of onboarding.
• Assist with creation/design of training webinar content.
• Effectively adhere to implementation timeline with the customer.
• Execute detailed configuration procedures and confirm functional.
• Confirm customer expectations are being met for product and staff training rollout.
• Report customer “pulse” evaluation (include in health metrics).
• Maintain clear customer records for onboarding progress within the designated tool.
• Maintain competitive understanding of Navigate360’s primary competitors.
• Ensure a timely response to customer requests.
• Other duties as assigned.

Qualifications

Required Qualifications:

• Associates or Bachelors Degree; or equivalent years of experience
• Passion for ensuring the physical and psychological safety of students, faculty, and staff
• Excellent analytical and problem-solving skills
• Excellent verbal and written (email) communications skills
• Dynamic communication presence
• Ability to manage multiple time-sensitive projects and priorities and meet established deadlines.
• Experience documenting processes and creating customer-facing reference materials.
• Experience leveraging a CRM Platform (Salesforce, Salesforce Lightening, Zoho…etc.)
• Highly competent in PC/Mac operating systems and Microsoft Office365 Applications

Preferred Qualifications:

• Bachelor’s degree
• 1-2 years of Education-Tech SaaS configuration and support experience
• 1-2 years of customer software training over the phone
• Experience in Emergency Management, Behavioral Threat Assessment, or Secondary Education
• Experience with Student Information System integrations (Clever, ClassLink, PowerSchool)
• Bilingual English/Spanish

Normal Working Hours and Conditions:  Core business hours are generally 8:00 am – 5:00 pm.  However, this position will require work to be performed outside of normal business hours based on Company operations. 

Physical Requirements:  Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement. 

Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.