Client Success Manager (High Touch)

Frontline Education is the leading provider of school administration software, empowering strategic K-12 leaders with the right tools, data and insights to proactively manage student services, business operations and special education. Educational organizations representing over 80,000 schools and millions of educators, administrators and support personnel have partnered with Frontline Education in their efforts to develop the next generation of learners.

Frontline is dedicated to driving engagement across K-12 school systems and supporting the continuous improvement of employee effectiveness and efficiency with solutions for proactive recruiting and hiring, human capital management, absence and time, professional growth, student information systems, special education and interventions, payroll, benefits and financial management.

The Client Success Manager (CSM) will play a critical role as the primary post sale point of contact for Frontline Education’s strategic Client accounts, responsible for managing complex client relationships, driving deep adoption of Frontline products and services, and ensuring the client account is healthy, referential and results in growth of the Frontline portfolio. The Client Success Manager builds strong and productive relationships with state departments and districts, facilitates effective internal and external activity, communication, and clearly understands and communicates the positive impacts of Frontline solutions. A CSM will understand the Client standards, policies, processes, methodologies and can leverage industry knowledge to expand Frontline opportunities in districts. The CSM will add value by providing strategic advice and guidance to ensure that each Client has achieved sustainable value from Frontline solutions and understands potential value in additional Frontline offerings.

The Client Success Manager should have experience working directly with large complex school districts and educational organizations. Reporting to the VP, Client Success, this role will directly manage multiple key Client accounts ensuring that every Client experience exceeds expectations. We are looking for someone with an advanced level of client engagement skills, a strong communicator, and presenter with an eye for detail to have an immediate impact in a fast growth organization.

Position Responsibilities:

Critical Performance Objectives

• Produce a trusted relationship with your clients while facilitating communications and interactions with Frontline Education at various levels of the business.
• Increase client satisfaction as defined/measured in NPS and other surveys.
• Execute defined key account model strategies on a quarterly/annual basis.
• Monitor and manage Client health for assigned base of clients/region.
• Maintain 100% retention and renewal rate of assigned client portfolio.
• Create upsell opportunities that expand revenue/solution growth (metric TBD)
• Document and track client interactions and outcomes in Gainsight.
• Provide customer feedback channels such as product councils, user groups, and surveys to better understand the overall experience across all solutions
• Develop referenceable accounts.
• Participate in post-sales professional services as demanded or needed by the SOW/Contract.

Key Competencies

• Demonstrated capability of interacting at the highest levels of Client organizations and increasing the levels of client interaction within the district, as appropriate.
• Ability to establish and maintain positive working relationships (internally and externally) that build Client trust and commitment.
• Skill to work across the company to resolve issues and improve Client satisfaction.
• Develop success plans for Clients that outline critical success factors, metrics for success, potential risks, and provide recommendations in line with client strategic goals.
• Engage in strategic conversations regarding Frontline product capabilities and benefits
• Ability to anticipate client needs and adapt as needed to achieve mutually beneficial objectives and goals
• Review and share Client feedback to improve the overall experience across all solutions
• Identify “at risk” accounts and present recommended course of action to Frontline.
• Develop and present solution and professional service growth opportunities to deepen client relationship with Frontline
• Engage Sales in regular strategic conversation to support expansion and referrals.
• Manage contract requirements and commitments; help define SOW requirements.
• Conduct quarterly business (including preparation and follow-up)
• Act as a point of escalation for client satisfaction issues
• Identify and document exemplar use cases of Frontline Solutions
• Deep understanding of the state/district standards, policies, and processes.

Qualifications:

Skills/Abilities

• Capacity to develop a clear understanding of the business needs and translate them into solutions.
• Ability to execute end-to-end defined Client engagement model
• Proficiency preparing clear and concise project presentations, business cases, project proposals/strategies, and data analysis with conclusions and recommendations
• Ability to handle escalation calls and conflict resolutions
• Demonstrated ability to target critical business problems and apply appropriate decision making, technology, and best practice methodologies to resolve.
• Adherence to Frontline requirements for documentation, tracking, and measuring
• Ability to prioritize, multi-task, and perform effectively in ambiguous situations
• Proven ability to engage effectively at an experienced level in client organizations.
• Excellent verbal and written communication skills for a range of audience
• Ability to work independently and be self-motivated
• Written and spoken fluency: English
• Strong oral and presentation skills
• Ability to travel 30% of the time; periodic extended time away for company meetings

Education & Experience

• Bachelor’s Degree required.
• Minimum 5 years’ experience in technology implementation, account management, or Senior Client support type positions
• Track record of working across teams to effectively communicate Client/market feedback.
• Experience and expertise dealing with large complex accounts at all levels; exceeding Client satisfaction expectations
• In depth knowledge of the educational space, including competitors, Clients, partners, etc.

Who we are

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.

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

Frontline Education Vision:

A connected future for school administration that enables every leader, teacher, and student to thrive.