• Manager, Solution Analysts, Client Success

    Job Locations US-PA-Malvern
    Job ID
    2018-1662
    # of Openings
    1
    Category
    Client Success
    Experience Level
    Intermediate
  • Overview

    Frontline Education is a leading provider of SaaS EdTech solutions for educators and administrators across the United States. Frontline Education serves more than 12,000 educational organizations nationwide.  Our school administration software solutions are used in all 50 states and have the largest data set in K12 Human Capital Management.  We partner with school districts whose professionals and staff use our premier software solutions daily.

    Responsibilities

    We have an opportunity for a passionate client enthusiast who has the experience and confidence to work with our clients nationwide to filter and evaluate their variety of needs to build a roadmap that will impact enhanced improvements to the enterprise.  Does this sound intriguing?  Here’s more:

     

    The primary responsibilities of this client support leader are to 1.) manage a team of Solution Analysts and Technical Services, 2.) organize priority projects from planning to communication to release and 3.) advocate for clients with existing platforms to maintain and support their needs as we continue to evolve and grow our platform, focusing on the voice of our customers.

     

    Leadership

    The Solution Analysts team supplement the efforts of the Product Management team for each solution area to trouble shoot daily product related issues and requests from clients. Information is validated, triaged and prioritized by solution and organized for IT Dev teams to resolve.  The SA Manager will provide enterprise level perspective on prioritization of issues from clients and help guide the Product Management team on incorporating these needs into product release planning.  This represents the collective Voice of the Customer at the planning phase of the software development life cycle.

    Overseeing the Solution Analysts and Technical Services group, the Manager SA will help standardize the work being done in product and 3rd party integrations, understand and enable sales in setting clear expectations on the technical services available, and ensure consistent methodologies for completing and deploying basic scripts and tooling from within Client Support.

     

    Project Management

    Drawing on experience with organizational readiness planning, the Manager SA will help organize priority projects from planning to communication to release.  By overseeing the Solution Analysts and Technical Services the Manager SA will have a pulse on the work being requested by clients and technical efforts being completed within the Client Support and Success organizations and have proactive client engagement.

     

    Additional responsibilities

    • Client Engagement – know the voice by hearing it directly.  Work with key clients, including client visits to understand their needs directly
    • Prioritize work for all solutions and highlight business case for completing priority work for clients and client support
    • Plan, design, communicate and deploy these priority work projects in a standardized methodology to clients and internal teams
    • Further standardize common practice across all solution areas. Establish inter-departmental meetings to disseminate and share information effectively between teams
    • Guide creation of sales enablement and client documentation of available Technical Services and integrations
    • Define the necessary team and level of access necessary to accomplish and distribute work to Implementation and CS, prioritizing amidst other client needs
    • Represent CS at development and product planning meetings
    • Track, measure and reduce backlog of JIRA tickets coming from CS and clients
    • Create performance evaluation checklists for the SA and Tech Services roles

    Qualifications

    The ideal candidate will have a bachelor’s degree and at least 5 years work experience in a client facing product management and/or project management role at a SaaS company.  At least 2 years management or supervisory experience is also needed.  We also seek the following:

    • Exceptional organizational and analytic skills to plan, execute and organize multiple teams and departments to complete work
    • Excellent collaborator, with the ability to engage across multiple teams to deliver a desired outcome, identifying and resolving issues and concerns
    • Experience using data/metrics to back up assumptions and develop business cases
    • 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
    • Passionate about coaching and development of team members and a proven track record of developing and engaging people to achieve superior results
    • World class interpersonal and communication skills, including highly effective written and oral delivery
    • A great attitude about balancing many projects and initiatives for excellence for a busy tech company with a rapidly changing environment

     

    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.

     

    Are you ready to make a true impact by joining a world class client success team that directly influences the education industry?  Then let’s talk!

     

    Frontline Education is proud to be a drug free workplace and an equal opportunity employer.

     

     

    Before you decide if you are ready to make a true impact by joining a world class HR team that directly influences the education industry, here are a few words about our culture:

     

    At Frontline, we are unique individuals, but we all hold to a set of guiding core values. Ultimately, many of them can be summed up in being trustworthy. We build relationships through open communication, which includes honesty, vulnerability, valuing team input and practicing personal and corporate humility. We lead by serving the best interests of those around us before ourselves (we call this “servant leadership”). At Frontline, we hire the right people and invest in those people through mentoring and professional development. While we work hard, we strive for harmony between work and family.  Our values consistently impact those around us, whether it is by providing outstanding customer service or treating those outside the company with respect.

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