Service Delivery Manager

Location 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.

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.