Summary

Our Onboarding & Engagement Consultant will work with new and existing Google Workspace for Education and CDW Amplified Services SaaS products to help EDU organizations setup, configure, and get the most out of their tech investments. Reporting directly to the Associate Manager of Onboarding & Engagement, this customer-facing role will interact with clients remotely and in person via calls, presentations, training opportunities and in person interactions as assigned or appropriate to the role.

This position requires someone who has a technical background and understanding of Google For Education Workspace environment, an understanding of the technical aspects of an educational environment as well as customer facing skills and entrepreneurial spirit. This position is key to building relationships and trust with AIT customers and ensuring they have the tools they need to provide a safe and effective Google Workspace environment for their users. We expect this person to work in a team while also being able to take a leadership role in their area and be keen to automate/streamline where possible. This position will be a remote position working with team members and customers across numerous time zones, good time management skills and self motivation will be key to success.

Key Areas of Responsibility

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• Serve as a subject matter expert for Google Workspace for Education paid editions
• Assist with developing and delivering onboarding processes for Google Workspace customers
• Monitor and track onboarding progress for customers, including premium onboarding
• Configure and consult on Amplified IT’s licensing tool for new customers
• Offer training and insight to school IT Admins on a wide variety of technologies, including Google Workspace paid editions.
• Create content and collateral to help customers leverage education editions of Google Workspace
• Work with the Onboarding & Support Lead to implement and deliver engagement strategies Google Workspace
• Develop and monitor key metrics to drive engagement with Google Workspace, increasing retention and monitoring at risk customers.
• Manage Help Center content creation, review, and publication via monday board
• Collaborate with the Technical Writer to maintain and improve the Help Center
• Maintain documentation in Confluence for all accountable services
• Work with the NA GTC to offer inside information, tips/tricks, and engage folks through the community and live stream events
• Work collaboratively across teams to ensure success

Other Responsibilities

• Become a contributing member on the Updates & Analysis Team
• Stay current on Google Workspace for Education changes and modifications
• Understand Amplified Services SaaS
• Work to support customers as needed if escalated from the support team

Education and/or Experience Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related discipline, or equivalent relevant experience in addition to the required experience requirement (Background as a Technology Director, Technology Coordinator, or similar role also considered)
• Min 5+ Years Managing a Google for Education in an Education or Corporate environment

Required Qualifications

• Experience supporting and managing Google Workspace environments
• An ability to balance and plan the short-term and long-term actions of the team
• Exceptional customer service orientation
• Strong documentation skills

Preferred Qualifications

• Convey technical information and recommendations clearly and concisely
• Create engaging presentations and be able to present to customers in various formats and settings
• Understanding of the dynamics of the K-12 space and the roles of educators, students, IT staff and vendors
• Familiarity with Google Workspace admin console in a K-12 setting, experience using the Google Workspace for Education Paid Editions (Standard, Plus or Teaching and Learning) are a plus
• 3+ years professional systems administration experience
• Excellent oral and written communication skills
• Strong customer interaction and can-do attitude