Riverside Insights

• Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines. • Maintain steady daily ticket throughput while delivering positive, solution-focused service. • Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours. • Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps. • Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service. • Review QA feedback and apply improvements to maintain strong quality scores. • Document tickets accurately and completely so that internal partners can pick up context without rework. • Participate actively in team and business unit meetings, contributing to a collaborative support culture. • Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.

Role Description As a Customer Service Agent you will be the first voice and trusted guide for the educators and administrators who rely on Riverside Insights every day, helping them resolve questions quickly so they can stay focused on the students they serve. This role sits on our CX team and supports customers through phone, email, and ticket channels. You will resolve issues within established service-level agreements (SLAs), educate customers on platform features, and guide them toward self-service options like ecommerce ordering. Success in this role looks like steady ticket throughput, strong quality scores, and customers who feel supported and informed. - Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines. - Maintain steady daily ticket throughput while delivering positive, solution-focused service. - Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours. - Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps. - Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service. - Review QA feedback and apply improvements to maintain strong quality scores. - Document tickets accurately and completely so that internal partners can pick up context without rework. - Participate actively in team and business unit meetings, contributing to a collaborative support culture. - Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time. Qualifications - Prior call center or customer service phone experience. - Strong professional communication skills, both oral and written. - Ability to multitask across systems, channels, and customer issues without losing accuracy. - Ability to meet deadlines and consistently hit daily ticket and coverage targets. - Proficiency with computers and standard support tools. - Reliable home internet with strong speed and stability for sustained phone and ticket work. - Strong time management, prioritization, and attention to detail. - Openness to QA feedback and a track record of acting on it. Requirements - Experience supporting customers in an education, edtech, or assessment-platform environment. - Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar). - Experience guiding customers toward self-service or ecommerce purchasing options. - Comfort explaining technical platform features in plain, customer-friendly language. Benefits - Medical, Dental, and Vision plans - Company paid basic life and AD and D insurance - Company paid long-term disability - Paid Parental Leave - Supplemental life insurance options - Company paid Employee Assistance Program (EAP) - Retirement plan with discretionary company matching - Flexible Spending Account (FSA) and Health Savings Account (HSA) options - Premium subscription to Calm for employee and dependents - 33 days of company paid time off (PTO, Holidays, Wellness Days) - Flexible work arrangements - Tuition Reimbursement Program - Company orientation and 30, 60, 90 Day Onboarding

Role Description As a Regional Partnership Executive, you will open new doors across K-12 districts, bringing Riverside Insights assessment and student wellness solutions to leaders who are working to grow the potential in every student. You will own net-new logo acquisition, expand product adoption inside existing districts, and partner closely with Renewal Account Managers to build durable, multi-year district relationships. This role sits at the front edge of that work, connecting district priorities (MTSS, PBIS, SEL, early learning, and assessment modernization) to the products that move the needle for students. What you will do: - Acquire net-new district logos and meet annual new business quota within an assigned territory. - Build and maintain 3x pipeline coverage to support quarterly and annual quota attainment. - Drive cross-sell of at least one new Riverside Insights product into existing customer districts each year. - Partner with Renewal Account Managers in quarterly joint account planning for top districts. - Run a disciplined, stage-based sales process with clearly defined exit criteria and accurate CRM hygiene. - Position product value and ROI against district initiatives such as MTSS, PBIS, SEL, early learning, and assessment modernization. - Convert pilots and limited implementations into multi-school or district-wide adoption in partnership with Professional Learning and Customer Success. - Deliver forecast accuracy within plus or minus 10% on a rolling quarterly basis. You will work alongside a collaborative go-to-market team, including Renewal Account Managers, Professional Learning, Customer Success, and Marketing, with a shared commitment to long-term district outcomes over short-term credit. Qualifications - Demonstrated K-12 sales experience with a track record of net-new logo acquisition. - Proven history of consistent quota attainment in a hunting and cross-selling role. - Experience managing complex, multi-stakeholder district sales cycles from prospect to close. - Strong pipeline-building, KPI, and forecasting discipline, including 3x pipeline coverage and accurate CRM documentation. - Consultative discovery and needs-analysis skills, with the ability to align solutions to district instructional priorities. - Strong negotiation and closing capability, including multi-year agreements. - Persistence, urgency, and resilience in competitive markets. - Ability to collaborate across internal teams (Renewals, Professional Learning, Customer Success) with a district-first mindset. Preferred Qualifications - Working knowledge of K-12 instructional, assessment, and student wellness frameworks (MTSS, PBIS, SEL, early learning). - Experience selling assessment, SEL, or student wellness solutions to district leadership. - Experience converting pilots into district-wide adoption. - Existing relationships with district decision-makers in the assigned territory. Physical Requirements - Remote. - Travel 50-70% for district visits, conferences, and presentations. - May require stationary positions (sitting or standing) for extended periods. Benefits - Medical, Dental, and Vision plans. - Company paid basic life and AD and D insurance. - Company paid long-term disability. - Paid Parental Leave. - Supplemental life insurance options. - Company paid Employee Assistance Program (EAP). - Retirement plan with discretionary company matching. - Flexible Spending Account (FSA) and Health Savings Account (HSA) options. - Premium subscription to Calm for employee and dependents. - 33 days of company paid time off (PTO, Holidays, Wellness Days). - Flexible work arrangements. - Tuition Reimbursement Program. - Company orientation and 30, 60, 90 Day Onboarding. Compensation A reasonable estimate of the OTE range for this position is $100,000-$105,000 USD plus applicable commission. This compensation range is specific to the United States, and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data or range parameters. Equal Opportunity Employer Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

• Partner with sales leaders and finance teams to enhance the accuracy, reliability, and consistency of sales forecasts • Manage and optimize the sales process across multiple product lines and business units • Ensure sales teams have access to high-quality data, tools, and reporting systems • Work with Business Unit leaders and sales leadership to oversee account assignment and quota setting processes • Communicate and collaborate with cross-functional teams on sales priorities and business objectives • Continuously assess and improve sales processes, tools, and reporting systems • Track sales data to assess team performance against targets and recommend actions for improvement

• Manage the CEO’s calendar as a strategic asset, building in smart defaults such as preparation time, protected focus blocks, and thoughtful sequencing of meetings. • Anticipate needs and look around corners by driving the CEO’s weekly 1:1 cadence, tracking key deliverables, and flagging risks before they become issues. • Coordinate complex domestic travel, ensuring accuracy and efficiency while maximizing the value of each trip through thoughtful scheduling and connections. • Own end‑to‑end logistics for board meetings, executive team and leaders offsites, leadership events, and other leadership and team gatherings, including vendor coordination and budget management. • Maintain the annual corporate cadence across board meetings, executive team and leaders meetings, all‑hands, and planning rhythms, ensuring consistency and follow‑through year over year. • Draft and manage written communications on behalf of the CEO, including scheduling notes, thank‑yous, and coordination with investors, board members, partners, and customers. • Provide targeted support to other C‑suite leaders through recurring meeting management, ad hoc coordination, and occasional event support. • Build trusted relationships across the executive and leadership teams, serving as connective tissue that enables clear communication and execution. • This role sits at the center of Riverside’s leadership team and directly impacts our ability to empower educators and support students with tools that meet the evolving needs of today’s classrooms and clinics.

• Review, draft, and negotiate agreements (vendor, client, data privacy, service, and NDAs). • Execute redlines and recommend strategic approaches to secure favorable positions. • Suggest and implement process improvements within the legal function. • Develop and deliver mini-trainings on compliance topics for internal stakeholders. • Build strong relationships as a trusted legal advisor to internal teams. • Ensure timely contract reviews and adherence to service-level agreements.

• Achieve or exceed an assigned annual new sales quota of $360K by the end of 2026. • Build and maintain a healthy pipeline with at least 3x ACV coverage through consistent outbound prospecting and qualification. • Conduct a minimum of 10 customer meetings or calls per week, documenting notes and next steps in CRM within 24 hours. • Add at least 25 qualified opportunities to the pipeline each month, aligned to ideal customer profile criteria. • Deliver tailored product demonstrations that clearly articulate value to clinical and education-focused buyers. • Increase demo-to-close conversion rates and improve demo attendance through proactive follow-up and preparation. • Partner with Marketing and internal teams to optimize outreach, scheduling, and lead conversion. • Analyze pipeline and conversion metrics regularly and adjust strategies to improve performance.

As a Partnership Specialist at Riverside Insights, you will empower educators by providing tools that unlock every learner’s potential while driving growth and retention for our smallest customer segment. Your work will directly support our mission to help educators discover the unique strengths and challenges of each student through research-backed assessments that meet evolving needs. In this role, you will: - Foster strong customer relationships by managing renewals, new business opportunities, and expansion efforts. - Drive inbound and outbound sales activities through customer meetings and lead management. - Present product solutions effectively to diverse customer segments, independently and with leadership support. - Develop and implement segmented sales plans, leveraging automation for efficiency and outreach. - Identify trends in inbound inquiries to refine messaging and improve engagement. - Build and maintain product and sales methodology knowledge through ongoing training. - Collaborate cross-functionally with support, marketing, and product teams to enhance customer experiences. - Utilize CRM tools to track activities, monitor pipelines, and ensure accurate forecasting.

As an Account Executive, you will drive new revenue by building relationships with clinical professionals and expanding access to research‑backed assessments that improve return-to-activity outcomes. This quota‑carrying, individual contributor role owns the full sales cycle from prospecting through close and plays a key role in strengthening ImPACT’s sales motion, working closely with Marketing, Customer Success, and cross‑functional partners to deliver a strong buying experience and support Riverside’s broader mission to grow the potential in every student.  To read more about ImPACT please visit their webpage What You’ll Do  - Achieve or exceed an assigned annual new sales quota of $360K by the end of 2026.  - Build and maintain a healthy pipeline with at least 3x ACV coverage through consistent outbound prospecting and qualification.  - Conduct a minimum of 10 customer meetings or calls per week, documenting notes and next steps in CRM within 24 hours.  - Add at least 25 qualified opportunities to the pipeline each month, aligned to ideal customer profile criteria.  - Deliver tailored product demonstrations that clearly articulate value to clinical and education-focused buyers.  - Increase demo-to-close conversion rates and improve demo attendance through proactive follow-up and preparation.  - Partner with Marketing and internal teams to optimize outreach, scheduling, and lead conversion.  - Analyze pipeline and conversion metrics regularly and adjust strategies to improve performance.

• Design, build, and operate reliable AWS-based infrastructure supporting production services • Improve automation, repeatability, scalability, observability, and cost efficiency across the platform • Develop and maintain infrastructure as code and CI/CD pipelines to reduce manual operations • Monitor systems, respond to incidents, and create runbooks for high-risk operational services • Partner with engineering teams to support deployments and improve operational practices • Coach and mentor engineers on DevOps principles and operational excellence