Channel Services Consultant

At Instructure, Services teams are responsible for the successful implementation and onboarding of new customers for long term adoption. Consultants deliver services that include project management, configuration, technical consulting (authentication and student information system integration), product training, and change management. The Channel Services Consultant role will focus on bringing best practices from Instructure implementations to channel markets through Value Added Reseller (VAR) enablement and onboarding. This opportunity requires demonstrated experience in service delivery, stakeholder management across multiple countries and cultures, and an understanding of technology trends and how customers seek to apply them to their learning ecosystem.

• 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

• 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

• 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