Job Details

Role Type: Full-Time

Location: Fully Remote (You can be based anywhere in the United States!)

Reports To: Customer Success Lead

About This Role

Are you ready to make a difference? Parallel is seeking a K12 Implementation and Customer Success Specialist  to join our team! In this role, you’ll serve as a project manager for implementing Parallel services for our K-12 partnerships. You will support multiple schools at a given time, and work alongside the school operations team and the account management team by owning all aspects of the implementation of services. You will also work closely with the rest of our school operations team and our sales and product teams to develop strategies that ensure success for all users.

This is a great opportunity for someone who wants to:

• Make an impact
• Help transform an antiquated industry
• Work somewhere mission-driven
• Work somewhere flexible, supportive, and collaborative
• Work somewhere with unparalleled opportunities for growth
• Join a female-led and DEI-focused organization
• Work somewhere that is team-oriented and where people are equipped to succeed
• Join a fast-growing startup, backed by top VCs, on the ground floor

What You’ll Do

• Lead contract implementation and the maintenance of smooth day-to-day operations of services for a portfolio of K-12 accounts   
• Act as project management lead with the school operations and provider operations team as to ensure customer goals are met in implementation and service delivery   
• Maintain relationships with individual school sites and their assigned providers, acting as the primary point of contact on all matters related to implementation and start of services
• Act as point of contact for school partner’s day to day questions, triaging and escalating to the appropriate team as needed
• Within your book of business, act as the implementation and service delivery expert for each account  
• Liaise with customer/district contacts and collaborate internally with stakeholders across Account Management, Sales, and School Operations   
• Maintain regular, open communication with Parallel Account Managers, to proactively plan for optimum customer results and problem-solve potential issues
• Collaborate with  the client’s corresponding account manager to communicate  progress toward customer goals, identify revenue related opportunities and share customer observations and feedback that may impact revenue
• Utilize an array of proprietary and third-party software to complete your daily tasks
• Asana, Salesforce, Healthie (EHR)
• Understand and apply federal and state requirements regarding family confidentiality and the principles of maintaining protected health information (PHI), such as HIPAA

What You’ll Need 

This position is perfect for someone with 3-5 of experience in Customer Success or Implementation for K12 customers. In addition, you’ll need:

• Strong prioritization and organizational skills
• Exceptional communication skills both written and verbal
• Proactive, eager to take initiative in a fast-paced environment
• Ability to problem solve 
• Ability to manage and prioritize multiple tasks and deadlines while hitting & maintaining established goals & KPIs
• Proficient with Google Suite, Asana, and tech savvy.
• Ability to monitor, evaluate and report on implementation effectiveness and success by regularly reviewing and analyzing usage of services and provider capacity while adapting to evolving customer needs
• Ability to demonstrate professionalism, build valuable and lasting relationships, exercise discretion, and use independent judgment in all customer interactions. 

• Bonus points if you:
  • Are familiar with K-12 special education processes