Frontline Education
Senior Manager, Client Support SHM and SIS (School Health Management and Student Information System)
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ January 22nd, 2025
K-12
Edtech.com's Summary
Frontline Education is hiring a Senior Manager, Client Support SHM and SIS (School Health Management and Student Information System). The role involves building strong client relationships, managing a geographically dispersed team, and developing effective support models to enhance client satisfaction. Additionally, the Senior Manager will set strategy, prioritize tasks, and mentor talent to create a world-class support environment.
Highlights
- Main responsibilities include maintaining a collaborative team environment, managing client relations, and driving support model implementations.
- Strong technical troubleshooting and analytical skills required.
- Competitive compensation package with bonus structure and 401k match.
- Bachelor’s degree or higher required, with 10+ years of experience; 5-7 years in leadership roles.
- Focus on change management and creative problem-solving.
- Opportunity for career advancement and tuition reimbursement available.
- Strong verbal and written communication skills needed.
- Responsible for integrating, training, and mentoring offshore support team members.
Senior Manager, Client Support SHM and SIS (School Health Management and Student Information System) Full Description
Senior Manager, Client Support SHM and SIS (School Health Management and Student Information System)
Location: , United States
Description
Senior Manager, Client Support
Location Requirements: This position is Hybrid to Wayne, Pa. Remote candidates will be considered.
Your role on the team:
We are looking to delight our customers by hiring a Senior Manager, Client Support who has experience interacting with and serving clients and who can build effective relationships. This individual will also have experience leading, managing and growing the individuals on their team. This is a unique opportunity to make an impact in a fast growth organization.
Reporting to the Vice President, Client Support, the Senior Manager, will help set strategy, establish priorities, hire and mentor talent, and implement unparalleled support systems and processes to foster a world-class support team.
You can expect to:
- Maintain and enhance an environment that fosters trust, open communication, creative thinking, and cohesive team efforts.
- Lead, manage, coach, develop, and inspire a geographically dispersed team that provides clients with excellent support services and experiences.
- Develop, enhance, maintain and drive implementation of repeatable, scalable, and efficient support models enabling support services that are aligned with client needs and expectations, SLA requirements, and commitments.
- Build and maintain exceptional client relations and ensure clients are successful with Frontline products.
- Communicate, drive and monitor team goals and key performance indicators.
- Work with senior management and peers on strategy development and execution planning.
- Provide seamless integration, training and mentoring of offshore support team members.
- Interface with all levels of staff, current and prospective clients, and vendors.
- Liaise with Sales, Services, Development and Product on client priorities and communications.
- Analyze support cases to identify issues or trends with product or customer sites, providing weekly reports to leadership with creative solutions that may minimize or eliminate concerning patterns or trends.
- Track support activity and achieve measurable team and employee goals while providing the oversight and training needed to ensure individual and team proficiency and compliance.
- Define and implement action plans that help to evolve the support organization from reactive to proactive client engagements.
- Work cross-functionally with peers to ensure collaboration for shared goals and strategic initiatives.
What you bring to the role:
- Ability to innovate, drive change management and solve problems creatively.
- Strong ability to influence and effectively work in a fast-paced environment and drive decision-making within the team structure.
- Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.
- Ability to manage multiple clients and cases simultaneously with minimal supervision.
- Desire to learn, grow, develop, and eventually mentor future team members.
- Excellent project management, organization, and communication (both verbal and written) skills.
- Ability to utilize your resilient and adaptable mindset in the face of shifting priorities.
This role requires:
- Bachelor’s Degree or higher.
- 10+ years of experience; (5-7+ years of experience leading, managing and growing individuals).
- Strong verbal and written communication skills.
- Leverage and drive the creation of expanded self-service offerings for troubleshooting and educating clients.
- Strong technical troubleshooting and analytical skills.
- A responsive nature that enables the ability to prioritize and quickly tackle challenges and problems.
- Flexibility to lead multiple projects with structure and organization and the ability to pivot in a fast-paced environment.
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.
