Director, Client Support - Business

Location Requirements: Based on the location of the hire, this role may be Hybrid or Remote.

Your role on the team:

Reporting to the Vice President, Client Support, the Director 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:

• Demonstrate a breadth and depth of operational support delivery management expertise focused on support quality, people, process, and technology
• Enhance the effectiveness and efficiency of the Client Support Team through technology
• Contribute to product roadmap by feeding back the customer’s voice, empathetically listening to them and internally translating their needs
• Continually develop improvements and embed successful change projects
• Build and maintain client relationships from signature through renewal, escalating issues when they arise and resolving them in a timely fashion
• Identify new tools and technologies to better serve the customer
• Use Customer insight and root cause analysis to identify cross-functional improvements
• Utilize strong interpersonal and planning skills to consistently achieve productivity and performance measurements
• Empower and engage the Client Support Team
• Help define Support best practices, creating an efficient and repeatable model that ensures clients are provided with stellar Support experiences
• Measure the effectiveness of the Client Support Team by defining, tracking, and reviewing team metrics (KPIs and client satisfaction)
• Lead people and processes, including crafting and implementing client support and productivity improvements; manage on and off-shore Client Support teams

What you bring to the role:

• Influential relationship skills at all levels. Able to use these relationships to deliver support improvements
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Ability to innovate, drive change management, and solve problems creatively
• Enthusiastic and creative leader with demonstrated ability to inspire others
• Utilize your resilient and adaptable mindset in the face of shifting priorities
• Strong strategic and customer focus with a clear understanding of the wider issues impacting customers
• Demonstrated ability to motivate and communicate with others at all levels
• Excellent project management, organization, and communication (both verbal and written) skills
• Desire to learn, grow, develop, and eventually mentor future team members

This role requires:

• Proven management and/or relationship management experience
• Background in enterprise customer success/account management
• MBA and/or prior strategy consulting experience

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.