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Form of workLocation Requirements: This role is Hybrid to Wayne, PA, Austin, TX or Naperville, IL. Working hours are based in the Eastern Time Zone.
Your role on the team:
The Service Delivery Manager is responsible for leading a team responsible for the successful rollout of products to clients.Reporting to the Services Director, Student Solutions, this role will consist of managing the resource planning, implementation processes and cross-functional collaboration in for all products in the student portfolio.
You can expect to:
- Develop and drive consistent implementation process for all Professional Service Consultants
- Methodology
- Materials
- Project Plan
- Time Tracking
- Reporting
Set baseline and reduce implementation time including:
- Sales Hand-off > Client Initiation
- Client Initiation > Go-Live
- Go-Live > Support Hand-off
- Hours Spent on Implementation
Coach, mentor, and retain talent:
- Develop and coach team members on their professional and growth goals
- Identify and correct performance issues as required
- Identify training or development needs across the team
- Perform regular 1:1’s with direct reports and lead team meetings
- Responsible for performance reviews and ratings
- Responsible for team productivity (utilization) and assignment of projects
- Review customer satisfaction results and develop improvement initiatives.
- Forecast sales to project out required headcount to fulfill implementations in a timely manner.
- Collaborate with sales and CSMs on upsell opportunities and custom project plans for large scale implementations.
- Drive efficiencies and consistency amongst Team Members and Cross Functional Teams.
- Contribute to RFP responses for student products regarding implementation and training activities and timelines.
- Provide leadership to the team and act as first point of escalation.
- Explore and implement a variety of best practices and standardized processes to ensure operational efficiency and scalability.
- Liaison between Customer Success and Product for specific product line to represent product & client priorities and communication.
What you bring to the role (nice-to-haves):
- Ability to research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience.
- Demonstrated ability to target critical business problems and apply appropriate decision making, technology, and best practice methodologies to resolve.
- Ability to understand market, enterprise client delivery and client requirements.
- Ability to handle escalations for critical functional issues while ensuring highest quality service and delivery.
- Ability to manage multiple projects simultaneously with minimal supervision.
- Ability to coach, mentor, and retain our talent with a ‘one team’ mindset in which success is only achieved through the success of others.
- Ability to present information and effectively communicate to peers, team and executive committee.
- Willingness to 'roll up your sleeves' and assist wherever needed.
This role requires (must-haves):
- Bachelor’s Degree or higher.
- Proven experience managing multiple projects simultaneously with minimal supervision.
- You have 6+ years of experience serving customers, ideally during a company’s growth mode as a Project Manager for a SaaS company
- 3+ years leading, managing and growing individuals.
- Strong organization, project management, time management, and communication skills
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.
