Director, Client Support, SEI

Job Locations US-MA-Andover
Job ID
# of Openings
Client Services
Experience Level


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 on our Customer Support team for Special Education & Intervention Solutions.


We are currently seeking a Director, Client Support who will be responsible for managing a large Client Support team for our Special Education & Interventions solution.  This key role will focus on developing strategy to build on Frontline’s operational excellence to our K-12 client community.  This dynamic leader will have established customer support and retention strategies that build on relationships, working cross functionally to address client and market changes.


Reporting to the VP Client Support, SEI in the Andover office, this proven leader will quickly develop a profound understanding of our K-12 clients and have a pulse on education industry trends in the EdTech landscape. Focused on exceeding client satisfaction through flawless execution and consultative partnerships, this role will be responsible for collaborating with internal teams on customer satisfaction, service delivery, expansion and evolution of our Special Education & Interventions solution offerings, implementation processes and /account management team.  The success of the role depends on the ability to work across many divisions of the organization to deliver greater value to our clients while coaching, and developing a team of strong customer support representatives.  Key responsibilities and competencies include the following:


Management and Collaboration

  • Coach and manage direct reports (5) and their team members (35) to develop skills and motivate to maximize morale
  • Hire high quality talent and engage continuous pipeline of talent
  • Develop, collaborate, promote client engagement and service efforts with internal Frontline teams in Sales, Marketing, Implementation and Retention
  • Lead team by example and champion successes within the team


  • Partner with clients and team members to understand needs and industry trends to help contribute to the development of service offerings
  • Drive successful programs and processes to optimize customer satisfaction and retention to customers.  Develop and streamline internal processes and ensure technology and tools are being used efficiently and to the fullest potential
  • Lead the client engagement strategy that manages client relationships and align with Retention team’s efforts


  • Measure effectiveness of team and improve the development, implementation, tracking and reporting of metrics and KPIs to leadership teams
  • Meet organizational goals and managing to revenue, expense targets, utilization, and services
  • Work with Vice President, Customer Support SEI to help manage financials and reporting (P&L) in conjunction with the Accounting team


The ideal candidate will have a Bachelor’s degree or equivalent experience plus at least 10 combined or blended experience in customer service, client support and or account management.  Experience working in the SaaS, EdTech, or HCM enterprise environment is a plus.  This position requires a significant history of successfully designing and implementing service improvements that meet changing customer requirements and expectations.  In addition, we seek the following:

  • Experience managing a team of customer service representatives that take inbound calls as well as proactive outreach calls to customers or clients
  • Dedication to high quality customer service delivery and integrity through proven client and customer relationships
  • Exceptional organizational and analytic skills in an entrepreneurial environment.
  • Familiar with managing a variety of systems, such as Sales Force, Netsuite or Gainsight
  • Strategic thinker with financial acumen to understand how to impact customer satisfaction or retention of the business
  • Proven track record of excellence in service management using consultative client engagement techniques
  • 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


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


To learn more about Frontline Education and our solutions for Special Education and Interventions, visit our website at


We are proud to be a drug free workplace and an Equal Opportunity Employer


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