Frontline Education
Learning Specialist - Human Capital Management (HCM)
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Learning & Development
🗓️ February 12th, 2025
Camtasia
CRM
K-12
Edtech.com's Summary
Frontline Education is hiring a Learning Specialist - Human Capital Management (HCM). The Learning Specialist will be an integral part of the Learning & Development Team, ensuring that clients can fully utilize Frontline’s HCM solutions to streamline processes and enhance core business functions. The role involves direct client engagement for training and content curation, supporting internal teams for onboarding and proficiency, and identifying opportunities to enhance client success and streamline operations.
Highlights
- Maximize client adoption of Frontline’s HCM solutions.
- Train clients and internal teams on Frontline’s Recruiting & Hiring solution.
- Collaborate with cross-functional stakeholders for content curation.
- Analyze support data to improve client support strategies.
- Handle support tickets during peak seasons.
- Requires 5+ years in SaaS customer service.
- Proficiency with Zendesk, Zoom Webinars, and eLearning design tools.
- Includes competitive compensation with bonuses, 401k match, and ESPP.
- Offers tuition reimbursement for eligible employees.
Learning Specialist - Human Capital Management (HCM) Full Description
Learning & Development - Human Capital Management (HCM)
Location: , United States
Description
Learning Specialist- Human Capital Management (HCM)
Location Requirements: Hybrid to Wayne, PA. Remote candidates will be considered.
Your role on the team:
Reporting to the VP, Learning & Development, the Learning Specialist will be a core member of the Learning & Development Team.
The Learning Specialist will work to ensure clients know how to fully maximize and adopt Frontline’s Human Capital Management (HCM) Solutions to streamline and enhance organization processes and focus on core business needs. Proactive training and content curation will allow organization administrators and end users to utilize Frontline’s software solutions to reduce manual effort and foster self-service capabilities that save them time and effort. This position will focus initially on Frontline’s Recruiting & Hiring solution (R&H), helping organizations post open jobs, search and recruit top K-12 talent, and seamlessly support the hiring process.
The Learning Specialist will utilize operational trends to identify opportunities to improve the speed and quality of the Client Success organization’s efforts. Working closely with members of the Enablement, Services, and Support teams, this role will help streamline and scale our processes and Product and Services offerings to ensure operational efficiency and maximize opportunities for new potential revenue. This role works closely with internal stakeholders for internal training and onboarding to ensure our internal team members are proficient and equipped to support clients effectively. In addition, as the Learning Specialist, support will be provided directly to clients via virtual and/or onsite events as needed.
You can expect to:
External Enablement
- Collaborate with cross-functional stakeholders to identify / prioritize knowledge base content curation / maintenance based on survey responses, community questions, support volume, self-service needs, etc.
- Engage directly with clients in online forums (User Communities, Webinars, Training) and onsite events (User Events and Conferences) as needed
Internal Enablement
- Support internal organizational readiness by partnering with Product to develop new feature documentation ahead of product rollout
- Onboard and train Support team members
- Guide the internal client-facing team members in their ability to properly advise end-users on the thorough adoption of Frontline solutions
Continuous Improvement
- Analyze Client Support data to identify opportunities for proactive client outreach and self-service offerings across Frontline solutions
- Partner with Enablement, Services and Support team members to utilize metrics and recognize trends to create external facing client training initiatives
- Contribute to goal of reducing Support ticket volume by curating Learning Center articles and promoting self-service enablement options
- Apply enablement standards and processes to provide a consistent customer experience that also aligns assets and data for internal maintenance and reporting
Support Tickets
- Back up Support Team resources to address tickets during Back-to-School season
What you bring to the role:
- Ability to identify, develop and implement business process improvements
- Ability to communicate effectively with senior leaders, internal stakeholders and clients
- Demonstrated understanding of common customer service tools and processes
- Ability to analyze and identify improvements in service and enablement systems
- Ability to communicate effectively with all levels within an organization.
- Ability to work both independently and collaboratively in a fast-paced environment.
Qualifications
- Bachelor’s degree in a related field required
- Experience as either an Administrator or end user of Frontline’s HCM Solutions (Recruiting & Hiring, K12JobSpot or Proactive Recruiting preferred) or similar K12 recruiting software
- 5 + years delivering customer service for SaaS based applications
- 2+ years developing knowledge assets for technical solutions
- 2+ years delivering technical training
- 2+ years managing cross-team projects to completion
- System knowledge and experience using Zendesk or other CRM (preferable)
- Experience with Zoom Webinars or other virtual training platforms
- Experience with eLearning design tools such as Snagit, Camtasia, and/or Articulate
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, ESPP, 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.
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