Packback is an online discussion platform equipped with a.iInstructional support technology that acts as a `digital ta` for faculty.
On packback, students are taught the life skill of how to ask big questions and are coached on their critical thinking skills as they formulate responses to questions each weekUltimately, when students are curious and engaged, we see an improvement to a`s and b`s, and a reduction of d`s f`s and w`s.
Since launching in 2015, packback has grown to be used by over 500,000 students across the us through over 3,500 faculty, doubling year over year due to strong faculty demandIn 2021, packback named in fast company`s world`s most innovative companies of 2021 `for bringing intellectual curiosity to online discussions` and was named #49 in financial times’ list of americas’ fastest-growing companies.
The faculty fellow specialist will drive relationships between our professors using packback and the administrationThey will support instructors in utilizing online discussion to empower student inquiry and critical thinkingIn this role, you will contribute to the creation and delivery of faculty development content, collaborate with administrators to identify institutional needs, and grow accounts to support our institutional partnersYou will be responsible for managing multiple partnerships while aligning our platform to meet their institution objectives, including long-term strategic planning with educational leadersYou will also be involved in driving client satisfaction by providing instructional support, analyzing student engagement metrics, and serving as a responsive liaison between packback and our institutional partners.
Key responsibilities
Think strategically about your full portfolio of clients by building relationships with multiple contacts within each account, designing account action plans, and executing on intervention plans when necessary.
Work closely with the academic innovation team to foster a successful transition from primarily professor conversations to administration conversationsImplement new customers initially learning their needs, configuring our software, identifying faculty users, and conducting training with administrators, instructional designers, and faculty.
Deliver meaningful reports to customers displaying performance and achievement against institutional learning outcomesMake data informed decisions and presentations to the institution and internal stakeholders.
Work in conjunction with university administrators and academic leaders to grow the number of faculty users on campus, while renewing current users each academic termYou may conduct some demonstrations of packback, but will primarily be focusing on the onboarding of faculty fellows (professors).
Provide support for faculty and administrators for their successful use of packbackThis includes leading communities of practice sessions, participating in faculty development meetings hosted by our clients, and proactively using data to proactively identify opportunities to improve faculty use.
Train faculty and staff on the functionalities of our system including training on best practices in online discussionAssist in course review and making specific recommendations on the use of packback in courses.
Take professors from being new on the platform to an evangelist level and identify the individuals in your client group that are most aligned with driving an upper level adoption of the product at an institutional level.
Assist in securing future contract renewals by managing each relationshipThis includes keeping meticulous notes on customer disposition, health, and account activities for organizational insight in salesforce.
Support marketing efforts by contributing to marketing collateral by identifying compelling customer success stories.
What we look for:
2+ years in client success/customer service/ account management
Exceptional technology skills with a strong aptitude for mastering new software programs
A high level of accuracy and attention to detail
Curiosity, initiative, and urgency
Project management
Excellent communication (written/verbal) and interpersonal skills
Experience working with, and managing, stakeholders and customers
Flexible approach, able to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic, and with a “can-do” attitude
Strong problem-solving skills, comfortable working in teams
Ability to multi-task and complete tasks quickly and efficiently
Ability to organize and prioritize daily activity
Experience providing exemplary customer service
Experience in higher education a big plus
Experience with google g-suite, salesforce, chorus, outreach
Our commitment to diversity:
Working in the education technology space, packback believes it is an ethical necessity for us to work to build a diverse and inclusive team, to help us better consider the needs of our diverse audience of students with a wide range of educational backgrounds and educational needs.
We are an equal opportunity employer and value diversity in our companyWe do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Research on packback’s efficacy
Impact of online discussion platform and pedagogy - a national research on packback conducted by 10 community colleges and systems on student persistence.
Inside higher ed: moving classes online is hardOnline discussion can help- packback’s research with lone star college and suny online featured in ihe written by kathleen ives, ceo of the online learning consortium.
Campus technology: community college researching use of online discussion tool to engage underrepresented students - ivy tech and packback’s collaboration featured in campus technology around reducing the achievement gap
Benefits and perks
Health & wellness
Medical insurance
Dental insurance
Vision insurance
May be eligible for a generous tech stipend
401k: packback offers 50% matching up to 4% of employee contributions.
Stock options
Disability insurance
Life insurance
Commuter benefits
Generous paid parental leave up to 12 weeks
Family medical leave
Unlimited time off
Additional perks:
Access to premium membership to one medical
Calm subscription
Monthly dashpass subscription by doordash
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Posted 3 days ago
