AddressJob Details
Description
Location Requirements: This role is Hybrid to one of our offices: Austin, Malvern, or Naperville. Remote candidates will also be considered.
Your role on the team:
Reporting to the Vice President, Client Support, the Director will be a key leader in ensuring the success and satisfaction of our valued SaaS Clients. You will help set strategy, establish priorities, hire, and mentor talent, and implement unparalleled support systems and processes to foster a world-class support team that continually provides clients with excellent support experiences. As the Director you will oversee teams that provide specialized support for Frontline's SaaS Enterprise Resource Planning (ERP) and Student solutions. This role is pivotal in re-enforcing the Client Support Organization as a world-class support organization. Your excellence in strategy development, talent management, process improvement, and client experience enhancement while overseeing global teams providing support for Frontline's solutions will be key to this role.
You can expect to:
- Build and maintain client relationships from signature through renewal, escalating issues when they arise and resolving them in a timely fashion
- Continually develop improvements and embed successful change projects
- Contribute to product roadmap by feeding back the client's voice, empathetically listening to them and internally translating their needs
- Demonstrate a breadth and depth of operational support delivery management expertise focused on support quality, people, process, and technology
- Empower and engage the Client Support Team
- Enhance the effectiveness and efficiency of the Client Support Team through technology
- Help further define Support best practices, creating an efficient and repeatable model that ensures clients are provided with stellar Support experiences
- Identify new tools and technologies to better serve the client
- Lead people and processes, including crafting and implementing Client Support and productivity improvements; manage on and off-shore Client Support teams
- Measure the effectiveness of the Client Support Team by defining, tracking, and reviewing team metrics (KPIs and client satisfaction)
- Use Client insight and root cause analysis to identify cross-functional improvements
- Utilize strong interpersonal and planning skills to consistently achieve productivity and performance measurements
- Exercise scaled teams for growth and increased productivity.
- Evaluate and understand Client Support needs while also anticipating future needs.
What you bring to the role:
- Ability to innovate, drive change management, and solve problems creatively
- Demonstrated ability to motivate and communicate with others at all levels
- Desire to learn, grow, develop, and eventually mentor future team members
- Enthusiastic and creative leader with demonstrated ability to inspire others
- Excellent project management, organization, and communication (both verbal and written) skills
- Influential relationship skills at all levels. Able to use these relationships to deliver support improvements and efficiencies
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook)
- Strong strategic and customer focus with a clear understanding of the wider issues impacting SaaS clients
- Ensure continuous improvement of our current processes, quality, technology, and organizational skills to identify areas for advancement
- Utilize your resilient and adaptable mindset in the face of shifting priorities
This role requires:
- Background in enterprise customer success/account management
- MBA and/or prior strategy consulting experience
- Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
- 12+ years’ experience in technical support, account management, customer service required
- Proven management and/or relationship management experience
Who we are:
Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.
We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.
Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The perks of being a Frontliner:
Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and unlimited PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.
