Frontline Education
Technical Support Account Manager II - Special Programs Management (SPM)
🇺🇸 Austin, TX
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ January 27th, 2025
K-12
Edtech.com's Summary
Frontline Education is hiring a Technical Support Account Manager II for Special Programs Management. The role involves building strong relationships with clients and providing high-level support services by understanding clients' business requirements and technical needs. Responsibilities include managing support cases, coordinating cross-functional teams, and conducting reviews to improve client satisfaction and service delivery.
Highlights
- Manage day-to-day support cases, incidents, and escalations.
- Develop strong partnerships with business and operational leaders.
- Coordinate and lead review meetings focusing on support data and performance.
- Requires a Bachelor's degree in a related field.
- Excellent analytical and problem-solving skills needed.
- Experience in technical support and good product knowledge required.
- Competitive compensation with bonus, 401k match, and PTO.
- Benefits include tuition reimbursement and opportunities for career advancement.
Technical Support Account Manager II - Special Programs Management (SPM) Full Description
Technical Support Account Manager II - Special Programs Management (SPM)
Location: , United States
Description
Technical Support Account Manager II - Special Programs Management (SPM)
Location: Austin, TX
Your role on the team:
Reporting to the VP Client Success Support, the Technical Support Account Manager (TSAM) is responsible building strong relationships with Frontline clients and utilizing their strong technical competencies and client facing skills to provide the highest level of personalized, proactive, preventive, and reactive excellent support services. Working closely with assigned clients, the TSAM will become intimately acquainted with the clients’ business requirements, technical objectives, systems, environment, and service needs.
You can expect to:
- Manage the day-to-day aspects of support cases, incidents, and escalations for assigned clients.
- Guide and influence internal cross-functional team members to help ensure consistent and excellent service is being delivered.
- Develop and maintain strong partnerships with the client’s business and operational leaders to drive focus on support related aspects and issues.
- Coordinate and lead review meetings, focusing on support related data such as cases, incidents, platform performance and operational aspects.
- Utilize metrics to make strategic decisions and how to translate those decisions into visible results.
- Facilitate and coordinate support activities and tickets across all products.
- Facilitate discussions with Frontline teams in support of client enhancement requests.
- Conduct weekly open case review and prioritization meetings to assist in driving and expediting issue investigations and remediations.
- Conduct quarterly cases reviews to share trends and learnings both internally and externally.
- Establish and maintain detailed familiarity with assigned clients’ environment, priorities, needs, and milestones.
- Ensure value added premium support service for strategic enterprise clients.
- Work to ensure client satisfaction and strengthen client relationships.
- Function as a frontline technical resource for “best practice” and informal client questions.
What you bring to the role (nice-to-haves):
- Able to be a Frontline Culture Carrier, embodying the company's core values internally and externally.
- Able to develop and maintain strong relationships with the client’s business and operational leaders.
- Able to handle escalations for critical functional issues while ensuring highest quality service.
- Able to manage multiple projects simultaneously with minimal supervision.
- Able to present information and effectively communicate to peers, team and leaders.
This role requires (must-haves):
- Bachelors degree in related field required.
- Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
- Exceptional verbal and written organizational, presentation, and communication skills.
- Demonstrable client empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
- Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients.
- Excellent team player able to work with virtual and global cross functional teams.
- Experience in technical support.
- Good technical and product knowledge.
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.
