Professional Services Manager

Role Overview

The Professional Services Manager oversees the delivery of high-quality CLASS services for Teachstone. The Professional Services Manager provides mentoring, leadership development, and support to the Teachstone services team, contractors, and affiliate training community.

Role Description

• Provide ongoing support and supervision to CLASS Specialists
• Observe and evaluate CLASS Specialists to ensure high-quality delivery of Teachstone services
• Develop and implement cross-training plan
• Maintain internal and external selection, training, and development of a talented, diverse, and mission-driven team
• Coordinate with Marketing/Impact/Revenue/Product/Content teams to ensure optimal utilization of CLASS Specialists and contractors in services and programs
• Provide vision, leadership, and direction to CLASS Specialists to ensure Teachstone standards are supported and achieved
• Effectively manage work procedures, processes, and related logistics that best support Teachstone standards and strategic directives.
• Use data and training evaluations to drive a continuous improvement of Teachstone services
• Maintain and build an in-depth knowledge of Teachstone’s line of products and services
• Achieve and maintain reliability for all CLASS age levels assigned
• Support onboarding processes and procedures of CLASS Specialists and contractors
• Coordinate and guide service delivery for multi-layer contract implementation for enterprise clients
• Coordinate with CLASS Specialists to create and support non-standard training and coaching services
• Plan and collaborate with revenue team members to support the utilization of multi-layered client contracts
• Work closely with other Professional Services Managers, and other department managers as needed to support service delivery
• Deliver Teachstone training programs and services, as needed
• Embrace and demonstrate Teachstone’s Mission and Values both internal and external with clients
• Other duties as needed to support Teachstone as the organization matures

Team Management

• Support with forecasting hiring needs for the Professional Services team
• Retain key talent
• Provide performance management, monitoring fit between employees and their roles and offer feedback to enhance fit
• Define and assign performance metrics within the team
• Coordinate with CLASS Specialists and contractors to pro