Job Abstract

Location Requirements: Hybrid to Wayne PA, Naperville IL, or Austin TX.

Your role on the team:

Reporting to the Director, Client Support, this role will enhance the effectiveness of the HCM Support team, ensuring our clients succeed with our solutions and receive excellent support experiences.? 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 that continually provides clients with excellent support experiences.

You can expect to:

• Build and maintain client relationships from signature through renewal, escalating issues when they arise and resolving them in a timely fashion.
• Continually develop improvements and embed successful change projects.
• Contribute to product roadmap by feeding back the customer’s voice, empathetically listening to them and internally translating their needs.
• Demonstrate a breadth and depth of operational support delivery management expertise focused on support quality, people, process, and technology.
• Empower and engage the Client Support Team. Lead, manage, coach, develop, and inspire a geographically dispersed team that provides clients with excellent support services and experiences.?
• Maintain and enhance an environment that fosters trust, open communication, creative thinking, and cohesive team efforts.
• 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.
• Enhance effectiveness and efficiency of Client Support Team through technology.
• Help define Support best practices, creating an efficient and repeatable model that ensures clients are provided with stellar Support experiences.
• Identify new tools and technologies to better serve the customer.
• Lead people and processes, including crafting and implementing client support and productivity improvements; manage on and off-shore Client Support teams.
• Measure effectiveness of the Client Support Team by defining, tracking, and reviewing team metrics (Key performance indicators, team goals and client satisfaction).
• Use Customer insight and root cause analysis to identify cross-functional improvements.
• 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.
• Utilize strong interpersonal and planning skills to consistently achieve productivity and performance measurements.
• Work with senior management and peers on strategy development and execution planning.?
• ?Interface with all levels of staff, current and prospective clients, and vendors.?
• ?Liaise with Sales, Services, Development and Product on client priorities and communications.?
• 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.
• Demonstrated ability to motivate and communicate with others at all levels.
• Ability to manage multiple?clients and?cases?simultaneously with minimal supervision.
• Strong ability to influence and ability to 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.
• Desire to learn, grow, develop, and eventually mentor future team members.
• Enthusiastic and creative leader with demonstrated ability to inspire others.
• Excellent project management, organization, and communication (both verbal and written) skills.
• Influential relationship skills at all levels. Able to use these relationships to deliver support improvements.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting customers.
• Ability to utilize a resilient and adaptable mindset in the face of shifting priorities.

This role requires:

• Background in enterprise level customer support.
• Bachelor’s Degree or higher in a related field.?
• 10+ years of experience; (5-7+ years of experience leading, managing and growing individuals).?
• Strong verbal and written communication skills; strong presentation skills. ?
• Strong technical troubleshooting and analytical skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• 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 unlimited 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.