Channel Services Consultant

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