We are seeking an energetic individual with 1-2 years of prior experience in onboarding, account management, or customer training to join our APAC Team as an Implementation Specialist. In this role, you will be responsible for customer onboarding operations & new user training for ManageBac.
The Implementation Specialist’s primary responsibility is to serve as the main point of contact between customers in APAC and ManageBac during the onboarding period. You will work closely with the Solutions and Client Experience team to orchestrate the initial setup of ManageBac, ensuring it is configured for success and tailored to each customer's unique needs.
The right candidate will be a self-starter, able to stay focused on their priorities while working within a highly collaborative team, and willing to be creative and think outside the box to achieve the broader company goals.
What you’ll learn in the first 30–45 days
- Product knowledge, the hows and whys of using ManageBac
- The nuts and bolts of ManageBac as a SaaS business
- The role of implementation and why good customer experiences matter
- The context and workflows of international schools and how to best onboard them
- The tools, systems, and workflows our team uses to support schools
Key Responsibilities
- Develop long-term goals with schools, using change management strategies to ensure the successful implementation of our software
- Show an in-depth knowledge of our products and their capabilities, and how they would be used in a school’s process
- Review and confirm customization of products to facilitate clients’ processes
- Translate clients’ needs to technical needs and vice versa
- Conduct both basic and advanced training on-site and online, assessing users’ abilities and tailoring training to fit
- Keep current on industry changes in education and change management
- Transition the client relationship seamlessly to the School Experience Manager after the implementation period
- Work with the broader Services & Support Team to identify the best possible approach to project completion
- Work across teams to contribute to the overall mission of Faria, drive innovation of our products, and further our relationships with our client schools
- Contribute to internal documentation, training materials, and resources that improve team processes
Requirements
What are we looking for?
- Ability to provide amazing customer service by anticipating our customers' needs even before they know it
- Feel comfortable presenting in front of large and small groups of people, as well as presenting digitally
- A problem solver who can make inferences and be creative when troubleshooting
- Passionate and driven to succeed, always going beyond what’s expected
- Able and willing to travel onsite or to events when needed
- A team player who enjoys working collaboratively, but with a significant amount of personal accountability
- An excellent communicator (clear, concise, friendly, open-minded, confident, and respectful), both verbally and in writing, and possessing the ability to interact professionally with a diverse group of people
- Interested in the field of education and invested in transforming teaching and learning
- Someone with 1-2 years of software implementation (preferably in the education sector) or relevant SAAS experience
- Able to manage multiple school implementations simultaneously while keeping timelines and stakeholders aligned
All qualified applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.
Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.
Benefits
- Competitive salary and opportunities for career development.
- Monthly Health & Wellness Allowance
- Office lunch & team socials
- Professional Development Opportunities
ABOUT FARIA EDUCATION GROUP
At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services.
We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools.
Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide.
Join us in our commitment to transforming education and empowering communities globally. Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Wolsey Hall, and Oxford Study Courses.
https://www.faria.org/careers
