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

· Demonstrates digital fluency with a variety of tools to drive engagement, collaboration, and learning

· Amplifies and elevates diverse teacher's voices

· Demonstrates versatility to be responsive to teacher and district needs

· Personifies HMH values through actions and intentional language

Student-Centered Coaching

· Leads solution-centered conversations with educators focused on student growth

· Uses a variety of coaching practices to further teacher-selected goals

· Recommends connected HMH resources to support instruction when appropriate

· Uses assessment and report data to individualize and differentiate support

Account Preparation and Support: Accepts assignments, prepares for delivery within their content expertise and communicates effectively to our customers and to HMH staff

· Accepts assignments within 24 hours of requests

· Maintains an up-to-date calendar to allow for staffing/scheduling of events

· Uses Salesforce to review account and session information to understand the learning needs of the teacher(s) or leaders that will participate

· Communicates with the customer and/or internal Services staff to ensure support is aligned to the district/school needs and goals are consistent

· Reviews and contributes to account notes as appropriate to ensure a continuity of service is possible for the life of the account

· Communicates with customers in preparation for the event (i.e., sending Zoom links, event location and setup) and confirms delivery of service within 24 hours of the session.

· Monitors and contributes to account data as necessary according to the implementation/success plan

3. Growth and Development: United in a shared commitment and focus on Inquiry, Curiosity, and Transparency

Educational and Program Expertise

· Invests in learning for self and others

· Completes internal program and delivery readiness trainings & certifications

· Supports the improvement of teaching and learning through a SEL and equity lens

· Develops a deep understanding of HMH programs and services, beyond certification coursework, to serve as experts on program(s), pedagogy, instructional practices, and implementation

· Understands evidence-based practices to support instruction, assessment, and professional learning

· Monitors and stays informed of current and shifts in the educational landscape, research, and digital learning best practices.

Reflective Practitioner

· Shares thinking about learning with peers, managers and across divisions

· Uses tools for purposeful reflection

· Participates in reflective practices which allow for 360 feedback of self and others

· Engages in opportunities to safely take appropriate risks, to be vulnerable without judgement and opportunities to examine implicit biases

· Applies actionable feedback to current practices in the field and shares learning from these experiences

· Focuses on continual growth

Account Preparation and Support: Accepts assignments, prepares for delivery within their content expertise and communicates effectively to our customers and to HMH staff

· Accepts assignments within 24 hours of requests

· Maintains an up-to-date calendar to allow for staffing/scheduling of events

· Uses Salesforce to review account and session information to understand the learning needs of the teacher(s) or leaders that will participate

· Communicates with the customer and/or internal Services staff to ensure support is aligned to the district/school needs and goals are consistent

· Reviews and contributes to account notes as appropriate to ensure a continuity of service is possible for the life of the account

· Communicates with customers in preparation for the event (i.e., sending Zoom links, event location and setup) and confirms delivery of service within 24 hours of the session.

· Monitors and contributes to account data as necessary according to the implementation/success plan

4. Special Projects and Services Support

· Shares suggestions and needs for new development and/or resources to the Services Product Development team

· Collaborates and connects across the Services division and within HMH

· Promotes HMH Professional Services and resources

· Other duties as assigned

What You’ll Need to be Successful:

· Bachelor’s degree

· Prior teaching experience to include

· A minimum of 3 years of experience mentoring and/or coaching teachers and/or leaders

· Training or facilitating adult learning in the field of education

· Online teaching experience

· Have a command of spoken and written English language

· Basic knowledge of performance data, statistics, and/or collection system

· Be a life-long learner and strive to increase knowledge and skills

· Proficient with PowerPoint, Excel and Word, web conferencing, and digital engagement tools

· Manage multiple priorities with varying deadlines

· Excellent organizational skills

· Excellent communication skills

· Depth of content knowledge in one or more domains: Math, Science, Literacy, and/or Humanities

· Ability to manage change in a fast-paced environment

· Solution oriented

Nice to Have:

· Master’s degree

· Multi-lingual

· CRM experience

How We Work

· Focuses on customers

· Learns nimbly

· Instills trust

· Collaborates

· Drives Results

Physical Requirements

· Might be in a stationary position for a considerable time (sitting and/or standing)

· Constantly operate a computer

· Must be able to collaborate with colleagues via face to face, conference calls, and online meetings

· Must be capable of sitting, standing, and walking for extended periods of time

· Must be able to work in cross-functional teams and as well as work independently

· Must be able to lift/push/carry up to 50 lbs.

· Must have a driver’s license

· Ability to work irregular hours, including weekends, and travel up to 50%. Preferably lives in a major city allowing for reasonable travel times via commercial airline

Salary: $87,000 - $90,000 (Bonus incentive eligibile)

Houghton Mifflin Harcourt (HMH) is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national origin, ancestry, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify.