Implementation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and manage implementations centered on: Web Filter and Safety Management deployments, which encompass: rollouts of browser extensions for Chrome/Edge/Safari, deployment of Microsoft Agent, and OS Agent installation.

• Oversee multiple implementation projects for designated customers; this encompasses, but is not limited to, project tracking, leading onboarding discussions, and training users on Gaggle’s customer portal.

• Work collaboratively with both internal teams and external district teams to align project milestones, timelines, and deliverables.

• Ensure that implementation projects with district partners are finalized within 60 days of purchase.

• Assist Customer Success Managers with the technical aspects of account setup for large school districts as they transition to Gaggle.

• Communicate with internal teams to guarantee a smooth implementation experience.

• Facilitate timely completion of implementation by establishing a consistent communication schedule with each account, targeting a 60-day completion timeframe.

• Guide and inform customers to ensure they comprehend the services acquired and achieve successful outcomes.

• Deliver outstanding customer service in all interactions via emails, calls, and meetings.

• After services are activated, monitor each district for 30 days to confirm they have been effectively set up for success.

• Provide insights to internal teams when customers are at risk of not enabling services within 60 days and coordinate strategies to realign their implementation efforts.

⛳️ Requirements

• Strong knowledge of Google Workspace and Microsoft O365 Administration.

• Experience in deploying Agents/Extensions.

• Familiarity with multiple Mobile Device Management (MDM) systems is preferred.

• Highly organized with the capability to manage multiple projects simultaneously.

• Self-motivated and autonomous, with the ability to work independently or as part of a team in a fully remote setting.

• Exceptional verbal and written communication skills.

• Detail-oriented.

• Bachelor's degree or equivalent experience.

• 3+ years of experience in a customer-facing role (implementation experience is an advantage).

• Proven track record of delivering outstanding customer service.

• Proficient in using CRM systems to enhance efficiency (experience with Salesforce is a plus).

• Involvement in K-12 environments is a plus.

• Experience working remotely is a plus.

🏝️ Benefits

• We are a remote-first organization; our team collaborates across all 50 US states.

• PPO and HDHP health insurance plans available through BCBS of Illinois; coverage includes fertility treatment (including IVF) and offers virtual visits and mental health resources.

• Dental insurance (including orthodontics) offered through Guardian.

• Vision insurance provided through BCBS/EyeMed.

• HSA, FSA, LPFSA, and DCFSA options available, with a $500 annual company contribution.

• 401(k) plan with immediate vesting and a 4% company contribution with each paycheck.

• Employee Assistance Program offered through Paychex and Guardian (includes financial and legal support).

• Flexible Paid Time Off (PTO).

• Generous paid leave plans, covering 100% to 70% of salary, up to 90 days.

• Discount program for pet insurance.

• Enjoy fun perks such as team recognition programs, holiday gifts and bonuses, company retreats, raffles, and fantasy football leagues.