Director Of Client Services

About Us & Why We’re Hiring

K12 Insight helps school districts deliver superior customer service. We do this by offering the only all-in-one, SaaS enterprise-wide customer service and intelligence platform that was specifically designed for K-12 schools. Our product streamlines inbound communications, helps districts identify problems before they become crises, and builds trust capital. When combined with our professional development, survey and research offerings, we provide the full suite of solutions and services needed for districts to provide and measure their excellent customer service.

As Director ofClient Services you will lead our Client Services function responsible for software implementation, client onboarding, and integration of our solutions across numerous departments and campuses within our client school districts. The Client Services function is the operations team within Client Experience and includes Technical Implementation Services, Service Desk, and Learning & Development. You will partner closely with Client Success, our Account Relationship Management team, to align account strategies and deliver exceptional outcomes for our clients. You will be instrumental in setting and maintaining high standards for client service delivery, ensuring smooth project execution, supporting strong client relationships, fostering client satisfaction, and driving product adoption.

Responsibilities

• Develop and execute a comprehensive client onboarding strategy across different account segments, optimizing implementation workflows and timelines to meet client objectives, maximize satisfaction, and decrease time to value (TTV).

• Continuously assess and refine project management methodologies to improve client engagement and project efficiency.

• Maintain a communication plan and suite of templates to ensure consistent and effective communication to multiple stakeholder groups at various phases and key touch points throughout the implementation and onboarding process.

• Develop and nurture a high performing team specialized in delivering high-quality technical services that support the implementation of K12 Insight’s Let’s Talk software, including technical integrations and product training.

• Establish and lead a high-performing Client Services team, defining explicit performance measures, and tracking key performance indicators (KPIs) to identify opportunities to decrease time to value (TTV), increase Client Satisfaction (CSAT), and promote product adoption.

• Oversee and manage the day-to-day operations of technical client support functions, identifying opportunities to optimize processes, decrease response and resolution rates, and increase client satisfaction scores.

• Oversee the ongoing management of Client Learning & Development, including technical product training, professional development courses, and asynchronous learning center articles and resources, ensuring continuous updates in response to evolving client needs and product updates.

• Collaborate closely with the Client Success leadership to optimize internal data access, visibility, and effectiveness in key areas, including time to first value, technical implementation pace, and support deflection.

• Stay informed about industry trends, competitive landscape, and emerging technologies relevant to Client Services, driving innovation, and maintaining a competitive edge.

• Is a member of the management group, responsible for monitoring and reporting on department metrics, actively participating in weekly and quarterly meetings, optimizing your team members and department performance, and fostering a positive culture.

Key Attributes for Success

• Expertise in software implementation methodologies, project management principles, and client relationship management

• Ability to navigate and lead through organizational change with clients; this includes effectively assessing culture and capacity with respect to change, addressing resistance, and implementing strategies to ensure smooth transitions while minimizing disruption to Client Services

• Ability to analyze data, identify trends and patterns, and make informed decisions based on data-driven insights

• Strong critical thinking and creative problem-solving with the ability to identify complex problems, analyze situations, and make sound decisions

• Self-starter with a strong sense of ownership and accountability who takes the initiative to drive results and achieve goals

• Strong leadership skills with the ability to motivate and coach team members and foster a culture of accountability, high performance, and continuous learning

• Ability to manage multiple tasks, prioritize effectively, and works well under pressure to meet deadlines

Requirements

• Bachelor’s degree

• 8+ years of experience in technical client service roles in the SaaS industry or related fields

• 5+ years of managerial experience managing a department of 5-15 employees

• Proficiency in using CRM systems (e.g., Salesforce, Gainsight, HubSpot, etc.) to manage client interactions, track customer data, and streamline communication

• Proficiency in using communication and collaboration tools (e.g., Slack, Google Meets, etc.) to facilitate team communication and ensure smooth collaboration

• Familiarity with project management tools (e.g., Asana, Trello, Jira, etc.) to organize tasks, set priorities, and ensure that client projects are delivered on time and within scope

• Experience with customer support platforms (e.g., Zendesk, Freshdesk, etc.) to manage and track client inquiries, issues, and resolutions preferred

• Experience in education and/or education technology preferred

Location: K12 Insight is a remote-first company with team members across the United States — from New York to California. This role can be based anywhere in the U.S. or you may work from our headquarters in Herndon, Virginia. This role will require up to 20% travel. #Li-remote

What We Offer

At K12 Insight, we are passionate about supporting our clients and making our workplace great. Our dedicated and talented team is one of the things colleagues rave about. Here are some of the ways we care for our team.

- Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays.

• Competitive salaries with incentive pay for performance

• Option of medical, dental and vision plans

• Short-term disability, long-term disability and basic life insurance at no extra cost

• 401K retirement savings plan with company match

• Excellent choice of computer equipment and a monthly cell phone plan stipend

• A commitment to individualized professional development (we believe in education!)

- Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday.

The expected salary range for this position is $125,000 - $140,000 / year with the opportunity to earn additional compensation pursuant with K12 Insight’s corporate bonus plan. The salary range represents the low and high end of the salary range for this position, and is subject to change. Exact pay will be based on factors including but not limited to a candidate’s experience and skills, market demands, internal parity and organizational needs.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12 Insight uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.DHS.gov/E-