Director of Education Services

Who We Are

IMPLAN is the world's most trusted economic impact modeling SAAS company located in Huntersville, NC.  IMPLAN enables consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts – and most importantly, how to leverage them.

We have been around for over 40 years and are entering the next phase of growth fueled by our cloud software platform. Reception has been exceptional, we have an excellent lead investor, and we are ready to accelerate!

Job Summary

This position will oversee the management of the Education Services Team. They will also work collaboratively with IMPLAN’s Customer Success, Product Team, and Data Teams and will primarily provide advanced-level support and training to IMPLAN users and to colleagues. In addition to providing accurate and relevant economic expertise and analytical solutions to clients’ challenges, the Director of Education Services will assist clients who may need support services beyond the scope of the Customer Success Team’s standard support offerings. This position requires an adaptive thinker who can empathize with clients’ needs, address clients’ concerns, and who is comfortable asking questions and receiving feedback from other colleagues and team members. Finally, the position will contribute to the production of documentation for IMPLAN’s client-facing support website and may also be consulted in the future during the development of new products or services.

Primary Responsibilities

Oversee Education Services Team, including onboarding new staff, upskilling current staff, and managing the team’s workload.
Develop goals and team initiatives as part of long-term planning for the Education Services Department.
Provide ongoing analytical support to customers across multiple communication platforms, including phone, e-mail, video conferencing, and the IMPLAN support ticketing system.
Lead training, webinars, and demonstrations for new IMPLAN users.
Create analytical techniques and solutions, and timely content for the support website.
Research, write, and edit relevant journal articles.
Analyze economic impacts and write reports for customers.
Present at significant conferences.
Understand the software development process and contribute as the voice of the customer - both current and future - to our product strategy.
Required Skills & Experience

Expert communication skills and team-focused attitude
Ability to delegate and manage workload
Experience in instructional delivery and course development for adult learners
Demonstrates flexibility in a dynamic work environment
Passion for providing support and analytical solutions to clients and colleagues
Comfortable communicating with professors, researchers, and c-suite executives
Proficiency with Microsoft Office and Google Suites and ability to work across multiple software platforms
Excellent logic and deductive reasoning skills
Active listening and independent learning skills
Ability to explain complex concepts in detail with patience, empathy, and understanding
Located near IMPLAN HQ or willing to travel for onsite trainings and meetings up to six times per year
Fluency in English
Required Education

Master’s Degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, Statistics, or a closely related field, PhD preferred

What We Offer

At IMPLAN, we have crafted a collaborative and welcoming workplace focused on achieving the specific goals laid out by our community. We are always seeking agile, engaged, and high caliber people to join our team. We are a fully remote company with the option to work from our Huntersville, NC office. We offer company social outings and a workweek that ends at 3 p.m. on Fridays. Benefits offered include:

Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insurance
Flexible Spending Accounts
Retirement 401k plan with Company Match
Gym Membership Reimbursement
Paid Time Off and 10 Company Paid Holidays

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Other

IMPLAN is a remote workplace. This role requires occasional travel to our Huntersville, NC, office or other locations for team meetings, training, and client visits.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veterans status, or other legally protected status.