Edtech.com's Summary

Frontline Education is hiring a Director, Client Support. This role involves setting strategy, establishing priorities, hiring, mentoring talent, and implementing support systems to ensure the success and satisfaction of SaaS clients. The Director will oversee teams providing specialized support for Frontline's SaaS solutions and will play a critical role in reinforcing the organization's client support capabilities.

Highlights

Lead and manage on and off-shore Client Support teams.
Oversee global teams to enhance client experience through strategic development and process improvement.
Analyze data to identify trends and develop action plans for improvement.
Required experience in technical support, account management, and exceeding support KPIs like CSAT and Time to Resolution.
Must have 12+ years of relevant experience and proven management skills.
Strong skills in project management, organization, and both verbal and written communication.
Competitive compensation package with bonus structure, 401k match, and personalized PTO.
Tuition reimbursement program available.
Requires background in enterprise customer success/account management; MBA or strategy consulting experience preferred.

Director, Client Support Full Description

Director, Client Support

Location: , United States

Description

Director, Client Support

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 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.

Responsibilities:

Build a Support Team and capability that is a differentiator for Frontline Education Solutions.
Leverage industry knowledge, best practices, and broad solution experience, along with an understanding of client dynamics, to build a world-class support organization.
Serve as a visionary in transforming the organization and adapting to evolving customer support expectations.
Analyze data (KPIs, client feedback, etc.) to identify trends and develop corrective action plans.
Lead initiatives and projects with dedication, urgency, and a strong sense of accountability.
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 to continually ensure clients are provided with excellent Support experiences.
Enhance the effectiveness and efficiency of the Client Support Team through technology.
Define and expand 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 and organization.
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) and defining action plans to continually ensure optimal performance.
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.
Inspire and promote a client success mindset across all departments within the company.
Proven experience in building strong internal and external relationships.
Lead and manage on and off-shore Client Support teams.
Drive quality and consistency.
Continuous professional development and process improvement, as well as implementing policies and procedures with focus and high energy.
Utilize strong interpersonal and planning skills to achieve consistent productivity and performance measurements.
Collaborate across functions to ensure coordinated and prioritized actions for client success.

Competencies:

Ability to own outcomes, 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 a 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
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
Ability to utilize your resilient and adaptable mindset in the face of shifting priorities

Requirements:

Background in enterprise customer success/account management
MBA and/or prior strategy consulting experience
Knowledge and demonstrated 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
Strong strategic and customer focus with a clear understanding of the wider issues impacting customers
Comfortable working with a fast-paced organization – the ability to innovate, drive change management, and solve problems creatively
Demonstrated ability to motivate and communicate with others at all levels
Influential relationship skills at all levels. Able to use these relationships to deliver support improvements
Excellent project management, organization, and communication (both verbal and written) 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.

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 personalized 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.

Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement, and click here to read our Applicant Privacy Statement.

Original Job Description

Director, Client Support

Location: , United States

Description

Director, Client Support

Responsibilities:

Build a Support Team and capability that is a differentiator for Frontline Education Solutions.
Leverage industry knowledge, best practices, and broad solution experience, along with an understanding of client dynamics, to build a world-class support organization.
Serve as a visionary in transforming the organization and adapting to evolving customer support expectations.
Analyze data (KPIs, client feedback, etc.) to identify trends and develop corrective action plans.
Lead initiatives and projects with dedication, urgency, and a strong sense of accountability.
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 to continually ensure clients are provided with excellent Support experiences.
Enhance the effectiveness and efficiency of the Client Support Team through technology.
Define and expand 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 and organization.
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) and defining action plans to continually ensure optimal performance.
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.
Inspire and promote a client success mindset across all departments within the company.
Proven experience in building strong internal and external relationships.
Lead and manage on and off-shore Client Support teams.
Drive quality and consistency.
Continuous professional development and process improvement, as well as implementing policies and procedures with focus and high energy.
Utilize strong interpersonal and planning skills to achieve consistent productivity and performance measurements.
Collaborate across functions to ensure coordinated and prioritized actions for client success.

Competencies:

Ability to own outcomes, 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 a 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
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
Ability to utilize your resilient and adaptable mindset in the face of shifting priorities

Requirements:

Background in enterprise customer success/account management
MBA and/or prior strategy consulting experience
Knowledge and demonstrated 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
Strong strategic and customer focus with a clear understanding of the wider issues impacting customers
Comfortable working with a fast-paced organization – the ability to innovate, drive change management, and solve problems creatively
Demonstrated ability to motivate and communicate with others at all levels
Influential relationship skills at all levels. Able to use these relationships to deliver support improvements
Excellent project management, organization, and communication (both verbal and written) skills

Who we are:

The perks of being a Frontliner:

Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement, and click here to read our Applicant Privacy Statement.

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Edtech.com's Summary

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