K12 Insight

About Us & Why We’re Hiring

K12 Insight is a leading innovator in edtech, with over a decade of thought leadership advocating for a cultural shift in American public schools to prioritize customer service excellence as a strategic imperative. Our purpose-built solutions for schools—including a robust customer service framework, staff professional development, and a unified service desk— have been adopted by school districts nationwide. Through digital transformation powered by Generative AI, data integration, and workflow automation, we streamline critical service processes to reduce errors and enhance operational efficiency. Our analytic dashboards provide district leaders with a “single source of truth” for service issues, equipping them with comprehensive data to foster trust with all stakeholders.

As a Senior Client Implementation Manager, you will lead the seamless onboarding and adoption of new clients onto the Let’s Talk platform, acting as their primary point of contact throughout the process. Your responsibilities include coordinating internal teams, managing client communications, resolving issues, and providing training and support. By delivering a smooth onboarding experience, you will enhance client satisfaction, improve operational efficiency, and reduce churn.

This role reports to the Manager of Implementation and Support, and is an individual contributor position with no direct reports.

Responsibilities

- Manage the end-to-end implementation process for new clients or projects, from initial kickoff meetings to final delivery and handoff, ensuring seamless integration and deployment of Let’s Talk.

- Serve as the primary point of contact for clients during implementation, providing guidance and support to address their specific needs and requirements.

- Develop and maintain project plans, timelines, and documentation to track progress and ensure all milestones are met.

- Work with cross-functional teams to execute implementation plans, coordinating efforts across departments such as sales, product development, and customer support.

- Tailor the implementation process for each client, considering factors such as business objectives, timelines, and resources.

- Monitor project progress against established goals, adjusting strategies and resources as necessary to meet project deadlines and performance metrics.

- Facilitate training sessions and workshops for clients, both in person and remotely, ensuring they are equipped with the knowledge and tools needed to successfully utilize the product.

- Keep clients and internal stakeholders updated with regular status reports, ensuring transparency on progress and addressing any concerns promptly.

- Cultivate strong relationships with clients, serving as a trusted advisor throughout the implementation process and an advocate for their long-term success with our product. 

- Configure and customize K12 Insight solutions according to client needs and best practices.

- Document and maintain accurate records of configurations, deployments, and client interactions.

- Leverage understanding of client's business objectives to identify and recommend upsell and cross-sell opportunities, helping clients maximize the value of our product and achieve their goals.

- Gather client feedback post-implementation to assess satisfaction levels and identify areas for improvement.

- Maintain up-to-date knowledge of our products or services and industry best practices to provide informed support and guidance to clients.

- Participate in continuous improvement initiatives to enhance the implementation process and overall client experience.

Key Attributes for Success

- You possess exceptional client service skills, demonstrating patience, accuracy, compassion, responsiveness, resourcefulness, and conscientiousness in every interaction.

- You are an effective communicator who can translate technical jargon into clear, accessible language for all users, ensuring they feel confident in their understanding.

- You have a strong sense of urgency and ownership, ensuring that tasks are prioritized and completed effectively.

- You thrive in collaborative environments, holding yourself and others accountable to meet deadlines and contribute to team success.

- You possess critical and creative thinking skills, consistently seeking opportunities to improve processes and outcomes.

- You can multitask in an entrepreneurial environment without sacrificing accuracy and thoroughness.

Requirements

- Bachelor’s degree in education, business administration, project management, or related field 

- 5+ years of experience in client-facing roles, including project management, client implementation, and related positions within the SaaS industry

- Experience in client-facing roles within Education Technology preferred

- Strong understanding of project management methodologies, tools, techniques, and best practices

- Ability to thrive in a dynamic environment and manage multiple priorities simultaneously

- Experience client relationship management (CRM) software (Gainsight, Salesforce, etc.), and project management tools (MS Projects, Asana, GuideCx, etc)

- Demonstrate knowledge of cross-platform capabilities, including mobile, Windows, macOS, iOS, Android, and more

- Possess a basic understanding of HTML and APIs

- Familiarity with Google Workspace and Microsoft Office products to provide efficient support to clients

Location: This role can be based in our Herndon, Virginia, headquarters or work-from-home anywhere in the USA. We will consider candidates located anywhere in the United States. The expected travel for this role is 20%. #Li-remote

What We Offer

At K12 Insight, we take pride in supporting our clients and cultivating an exceptional workplace. Our colleagues often speak highly of our talented and dedicated team, which is a core part of what makes us stand out. Here are some of the ways we prioritize and care for our team:

- Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays. 

- Competitive salaries with incentive pay for performance 

- Option of medical, dental and vision plans 

- Short-term disability, long-term disability and basic life insurance at no extra cost 

- 401K retirement savings plan with company match

- Excellent choice of computer equipment and a monthly cell phone plan stipend 

- A commitment to individualized professional development (we believe in education!)

- Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday. 

The expected salary range for this position is $95,000 - $115,000 / year with the opportunity to earn additional compensation pursuant with K12 Insight’s corporate bonus plan. The salary range represents the low and high end of the salary range for this position, and is subject to change. Exact pay will be based on factors including but not limited to a candidate’s experience and skills, market demands, internal parity and organizational needs.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12 Insight uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/.