Vice President, Professional Services, Education Software Solutions

US-PA-Malvern
Job ID
2017-1496
# of Openings
1
Category
Client Services
Experience Level
Executive

Overview

About Frontline Education

Frontline Education provides cloud-based solutions for the K-12 education industry, primarily focusing on human capital management and back-office administrative solutions.  As a leading provider of SaaS EdTech solutions, we serve more than 12,000 educational organizations representing over 80,000 schools and 5 million educators across the United States and Canada.  In 2015, we were recognized by INC. Magazine as one of the fastest growing private companies in North America. Our unprecedented growth has created new opportunities at our corporate office in Malvern. 

 

We are currently seeking a Vice President, Professional Services.

Responsibilities

Summary

The Vice President, Professional Services will be responsible for developing strategy to build on Frontline Education’s operational excellence to our K-12 community.  This dynamic executive will have established diverse service operations background and lead a high performing, rapid growth Professional Services team. 

 

This proven leader will quickly develop a profound understanding of our K-12 clients and have a pulse on education industry trends in the Ed-tech or SaaS landscape. Focused on exceeding client satisfaction through flawless execution and consultative partnerships, this role will be responsible for collaborating with internal teams on sales strategy, delivery, expansion and evolution of our professional services portfolio, solution offerings, and implementation processes.  The success of the role depends on the ability to work across many divisions of the organization to deliver greater value to our clients.  Key responsibilities and competencies include the following:

Management

  • Coach and manage team members to develop skills and motivate morale
  • Hire high quality talent and engage continuous pipeline of talent
  • Ensure staffing levels meet internal resource demand for both new sales and backlog while maintaining appropriate team service delivery
  • Lead the Professional Services organization to deliver projects that exceed Customer Satisfaction standards
  • Approve all Professional Services estimates for service projects and engage staff from other departments as needed 

Collaboration

  • Develop, collaborate, promote and market PS offerings with internal Sales and Marketing teams to ensure alignment
  • Proactively engage Sales on large opportunities, helping to position our philosophy, delivery and best practices related to our service offerings
  • Collaborate with Sales and Sales Operations staff to complete project estimates, statements of work and other work as needed to shorten and/or close the sales cycle
  • Work closely with sales/client success to close Professional Services opportunities and to identify and develop new offerings

Execution

  • Partner with clients and team members to understand needs and industry trends to develop new professional services offerings over time to align to revenue targets
  • Drive successful programs and processes to optimize customer satisfaction and retention to new and existing customers
  • Manage objectives and key results of the services organization, including utilization, bookings, revenue, margins, customer satisfaction as well as employee satisfaction
  • Establish operating practices to address scalability while working closely to develop improved hand-offs and interfaces with other internal teams
  • Develop and streamline internal processes including the implementation tracking tools and systems
  • Lead the engagement portfolio, overseeing the delivery of projects to expected quality that align with delivery processes working with Client Success teams to manage client relationships

Metrics

  • Meet organizational goals and managing to revenue, expense targets, utilization, and services attach rates
  • Manage Professional Services financial management and reporting (P&L) in conjunction with the Accounting team
  • Develop, implement, track and report metrics and KPIs to senior leadership

Qualifications

Qualifications

The ideal candidate will have a Bachelor’s degree or equivalent experience plus at least 10 years of experience in Professional Services with at least 5 years managing a team with a superior service delivery.  SaaS EdTech experience is necessary for success in this role.  In addition, we seek the following:

  • Dedication to high quality customer service delivery and integrity through proven client and customer relationships within the K-12 education industry
  • Exceptional organizational and analytic skills in a entrepreneurial environment, managing a variety of systems, including Sales Force, Netsuite and Gainsight
  • Familiarity with Cloud based deployments and experience leading teams to execute SaaS technology implementations
  • Demonstrated experience effectively managing P&L in Professional Services department
  • Strategic thinker with financial acumen to grow the business while maintaining and retaining current business
  • Proven track record of excellence in service and financial management using consultative client engagement
  • Ability to establish and maintain effective working relationships with senior leadership, peers, subordinates, internal resources and clients
  • Proven track record of developing and engaging people to achieve superior results.  Passionate about coaching and development
  • Proven success in hiring the best talent and effectively managing team performance
  • Demonstrated ability to work in a team oriented environment that allows for collaboration with the multiple teams, identifying and resolving issues and concerns
  • World class interpersonal and communication skills, including highly effective written and oral delivery
  • Nationwide travel up to 50%

 

We offer a competitive compensation package including a base salary, target bonus plan, and stellar benefits.  Our company growth has created a promising environment for career advancement and rewarding challenges.

 

Visit www.frontlineeducation.com or contact our recruiting team at 484-473-3691.

 

We are proud to be an EOE/Veterans/Disabled/LGBT employer

 

 

Frontline Education Vision:

Partnering with the education community to prepare students with the skills for tomorrow and a lifetime of learning

 

Frontline Education Mission:

Serving members of the education community with integrated solutions, insights and caring people to support them in their pursuit of excellence

 

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