Senior Implementation Specialist

Compensation Range
Annual Salary: $63,720.00 - $86,020.00
Position Summary
The Senior Implementation Specialist (IS) supports the customer lifecycle for Harmony Academy partners, including engagement, training, and long-term retention.
This role provides team leadership to Implementation Specialists (IS) and Regional Engagement Specialists (RES), ensuring consistency in partner experience, implementation quality, and alignment to organizational revenue goals.
The Senior IS serves as both a product and SEL content expert and a key partner to Account Executives, helping drive successful implementation, while also supporting renewal, expansion, and revenue growth with existing accounts.
Through professional learning, coaching, technical assistance, and partner engagement, the Senior IS fosters strong relationships that increase adoption, sustain usage, and build loyalty across Harmony\'s K-12 and out-of-school-time partners.
Essential Functions
Team Leadership
Provides day-to-day guidance to IS and RES team members to ensure effective delivery of training and client support.
Ensures implementation plans are consistent, high quality, and tied to retention and expansion goals.
Serves as the first point of escalation for client issues before reaching management.
Mentors and models best practices for training delivery, coaching, and partner engagement.
Collaborates with cross-functional teams (Sales, Product, Content, Client Success leadership) to improve processes, share insights, and represent the voice of the client.
Client Success - Renewals, Expansion, and Revenue Growth
Renewals
Partners with Account Managers/Executives to monitor renewal timelines and ensure timely, successful renewals.
Surfaces risks early and supports mitigation strategies through training, engagement, or additional supports.
Expansion
Identifies opportunities to expand Harmony usage within existing accounts (e.g., additional schools, grade levels, or professional learning services).
Provides data, implementation insights, and success stories to support sales conversations.
Revenue Enablement
Contributes directly to renewal and expansion revenue targets by aligning professional learning and support to account growth strategies.
Uses implementation data, adoption metrics, and outcome evidence to build the case for continued and expanded investment.
Client Advocacy
Acts as a trusted partner and advocate for clients, ensuring their needs are met while driving outcomes that align with Harmony\'s revenue strategy.
Implementation & Training
Leads onboarding and professional learning sessions for new and existing partners.
Creates comprehensive implementation plans aligned with partner goals, including professional learning plans, implementation supports, and usage milestones.
Helps with conducting needs assessments, formulating training plans, and analyzing and identifying methodologies to improve existing product and training materials as necessary.
Delivers high-quality training(s) using synchronous, asynchronous, blended, and in-person models.
Supports the professional learning events (district, regional, and national events) to deepen engagement and adoption.
Fosters high levels of partner satisfaction by ensuring responsive communication, effective support, and continuous improvement based on feedback.
Supports high-quality implementation and adoption of programs by providing clear guidance, training, and ongoing support of partner teams.
Tracks and reports implementation progress and client feedback, using data to inform adjustments.
Collects and enters data into appropriate databases (e.g., Training Registration Site) and maintains accurate records of professional learning metrics (e.g., number of trainings facilitated, number of registrants, number of attendees, and survey responses).
Maintains regular partner engagement through ongoing training, meetings, and outreach.
Content & Professional Learning Development
Provides input into the development of training materials, resources, and certifications.
Ensures training aligns with Harmony pedagogy, SEL competencies, and organizational goals.
Serves as a feedback loop between clients and the Professional Learning team to improve offerings.
Collaboration & Cross-Functional Work
Works closely with Sales and Client Success leadership on account planning and growth strategies.
Provides insights and data to Product and Content teams to inform product improvements.
Collaborates with Marketing on success stories, case studies, and evidence of impact.
Performs other duties as assigned.
Supervisory Responsibilities: N/A
Requirements
Education & Experience
Bachelor\'s degree in education or a related field, required.
Master\'s degree preferred.
Minimum of five (5) years of coaching, mentoring, or training experience required.
Minimum of seven (7) years of relevant teaching experience preferred.
Experience with adult learning theories and effective instructional and delivery strategies preferred.
Project Management experience preferred.
Experience in higher education preferred.
Experience working in a technology-driven enterprise preferred.
All skills, abilities, and education will be considered for minimum qualifications.
Competencies/Technical/Functional Skills
Ability to work in a fast-paced, energetic environment.
Strong skill set in customer service
Ability to work within remote employee teams.
Experience creating, analyzing, and interpreting surveys/mass feedback.
Strong background in the delivery of SEL content.
Advanced experience with Microsoft Office Applications such as Word, Excel, Power Point, Outlook, and enterprise resource planning application software to generate well-formulated business reports.
Ability to understand, diagnose and plan for business issues, processes, structure, outcomes and profitability.
Understands the implications of decision and actions, including a deep understanding of the overall big picture of the business; capable of taking an idea from concept to reality.
Aptitude to drive towards achieving measurable and challenging goals to support organizational success.
Demonstrate the ability to focus on achieving results consistent with the organization\'s objectives.
Actively seeks opportunities to influence, build effective relationships and gain alignment with peers, functional partners and/or external partners to accomplish business objectives.
Ability to sense others\' feelings and how they see things; taking an active interest in the concerns of others, picking up cues to what\'s being felt and thought and sense unspoken emotions and responding accordingly.
Familiarity with Pre-K through Twelfth grade, schools and community-based organizations for profit and non-profit sectors with a strong knowledge of child development.
Strong interpersonal and presentation skills and the ability to successfully communicate with a wide range of individuals of constituencies in a diverse community making a positive impression in public forums.
Ability to communicate competently orally and in writing, including public speaking, is desirable.
Work independently and foster a cooperative spirit within a large and/or small team of diverse cultures and across the organization at all levels, while working in a fast-paced environment with multiple deadlines and frequently changing priorities.
Location
Remote, USA
Travel
Some Travel required; up to 50% travel required.
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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate\'s qualifications, skills, and competencies.
Absent exceptional circumstances, candidates will be offered a salary within this range for this position.
The minimum salary will be offered based on the minimum exemption threshold based on state of residency.
Base pay is one component of National University\'s total rewards package, as we are dedicated to supporting the needs of the "whole you" with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.
For full details about our benefit plan offerings, please visit benefits.nu.edu.
For Part-time benefits, please click here.
National University is committed to maintaining a high-quality workforce representative of the populations we serve.
National University employs more than 4,500 faculty and staff and serves over 45,000 students.
We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community.
With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.
National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws.
At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners.
All qualified applicants will receive equal consideration for employment, education, and admission at National University.
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