Channel Services Consultant

Description

At Instructure, Services teams are responsible for the successful implementation and onboarding of new customers for long term adoption. Consultants deliver services that include project management, configuration, technical consulting (authentication and student information system integration), product training, and change management. The Channel Services Consultant role will focus on bringing best practices from Instructure implementations to channel markets through Value Added Reseller (VAR) enablement and onboarding. This opportunity requires demonstrated experience in service delivery, stakeholder management across multiple countries and cultures, and an understanding of technology trends and how customers seek to apply them to their learning ecosystem.

What you will do

Working with a portfolio of VARs and Channel Partners across the globe as the key contact within the Customer Experience organisation during implementation

Maintaining knowledge of best practice services delivery across regions to provide expertise and consultation on the Instructure implementation and onboarding experience

Supporting the enablement and onboarding of VARs to ensure they can successfully implement and roll out Canvas for their customers

Developing and documenting processes to streamline delivery of Instructure-delivered services to VARs, and ensuring proper recordkeeping of channel projects

Develop, implement, and maintain a process for gathering feedback from end customers and channel partners to evolve enablement processes

Collaboratively define key performance indicators and metrics to monitor the health of service delivery for channel partners

Collaborating with VARs, Channel Account Managers, and internal key stakeholders in Customer Experience

Identifying areas where additional support, training, or consulting are needed

Displaying a high level of maturity in relationships with partners, customers and colleagues, growing the profile of the Customer Experience organisation

What you will need to know/have

Minimum of 2 years experience deploying technical solutions in a SaaS environment

Working knowledge of pedagogical approaches, technology adoption strategies and educational technology best practices in higher education, K12, vocational education, or corporate training

Creative thinker with strong problem solving skills and attention to detail

Excellent verbal and written communication skills

Strong interpersonal skills and customer focus

Ability to conform to shifting priorities and timelines through analytical and problem-solving capabilities

Ability to engage with stakeholders across multiple countries and cultures

Flexibility with your working hours to work across multiple time zones

Desire for professional growth, accountability and high quality deliverables

A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment

Ability to use web conferencing technologies and web based tools like Gmail, Google Docs and Google Calendar to coordinate, manage and facilitate implementation activities

The best candidates will also have

Experience leading or supporting change, or involvement in rolling out a technology platform within an organisation.

Working knowledge of technology deployment strategies and best practices, especially in an educational context.

Expertise in one or more Asian or European Languages

Bachelor's Degree in Education, Educational Technology, Communications or a related field