Rachel Fairbanks
San Francisco,CA
Summary
Performance-driven education success professional with over 14 years of experience in education technology. Excellent understanding of organizational strategies and implementation of new initiatives. Demonstrated ability to deal effectively with people in client relationship management and in the supervision of team members. Strategic planner and clear communicator with an adaptable approach. Talented in program oversight, training, curriculum development, technical competence and customer support objectives. I have worked mainly with schools and districts in California, however, I have also worked on national campaigns throughout my career.
Overview
18
18
years of professional experience
Work History
Customer Success Manager
Lexia Learning
San Francisco, CA
08.2022 - Current
- I manage a book of roughly 100 customers representing over $4M in revenue.
- My customers are mainly in the Bay Area, however, I have also worked with Southern California schools and districts, and I assisted on a campaign with the state of Virginia.
- I have built relationships with school and district leaders, as well as teachers, reading specialists, interventionists, and coaches.
- I possess excellent communication skills, both verbal and written
- I manage my book of customers successfully using Gainsight, SalesForce and Google Suite.
Senior Educational Success Partner
Greenfield Learning, Inc.
Half Moon Bay, California
11.2019 - 06.2022
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Supported Lexia Core5, Lexia PowerUp, Lexia RAPID Assessment, Lexia English Language Development, Symphony Math, and Reading Plus.
Program Manager - Verizon Partnership
MIND Research Institute
San Francisco, CA
05.2017 - 10.2019
- Managed a national team and coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals
- Interacted with customers and clients to identify needs and requirements
- Improved success of program by making proactive adjustments to operations
- Planned and executed meetings to connect organizational representatives and clients
- Met with project stakeholders on regular basis to assess progress and make adjustments
- Provided management oversight and operational control of assigned programs valued at $3.2M
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments
- Worked remotely from a home office for the duration of employment at MIND Research
Education Success Manager
MIND Research Institute
San Francisco, CA
08.2010 - 05.2017
- Collaborated with colleagues, educators, school administrators and external professionals in creation and delivery of professional development opportunities to meet client needs
- Worked independently on projects and functioned competently in a team-based environment
- Maintained a CRM database of over 500 schools and districts nationwide
- Provided exceptional customer service to education clients nationally
Classroom Teacher
Pacifica School District
Pacifica, CA
07.2008 - 06.2010
- Drove student learning by establishing clear classroom plans and group objectives, as well as actionable strategies to achieve each goal
- Planned lessons, activities and trips to cover all required course material
- Assessed student learning progress and comprehension with routine tests and standardized examinations
Curriculum Developer/Research Associate
Koreapolyschool Institute Inc
Seoul, South Korea
08.2006 - 08.2007
- Effectively implemented best training practices and learning principles in planning and creation of instructional materials
- Researched and incorporated current trends and data into standard curriculum for English as a second language
- Collaborated with colleagues in developing benchmark lessons and identifying curriculum needs
- Researched and wrote a series of debate textbooks
Education
Master's - Cross-Cultural Education
National University
La Jolla, CABachelor's - English
San Diego State University
San Diego, CASkills
- Project Management
- Customer Service
- Gainsight
- SalesForce
- Google Suite
- Slack
- Curriculum Development
- Microsoft Office
- Leadership
- Professional Development
Timeline
Customer Success Manager
Lexia Learning
08.2022 - Current
Senior Educational Success Partner
Greenfield Learning, Inc.
11.2019 - 06.2022
Program Manager - Verizon Partnership
MIND Research Institute
05.2017 - 10.2019
Education Success Manager
MIND Research Institute
08.2010 - 05.2017
Classroom Teacher
Pacifica School District
07.2008 - 06.2010
Curriculum Developer/Research Associate
Koreapolyschool Institute Inc
08.2006 - 08.2007
Master's - Cross-Cultural Education
National University
Bachelor's - English
San Diego State University
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