Director, Client Support

Director, Client Support

Reporting to the Vice President, Client Support, the Director will be a key leader in ensuring the success and satisfaction of our valued SaaS Clients.  You 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. As the Director you will oversee teams that provide specialized support for Frontline's SaaS Student solutions.  This role is pivotal in re-enforcing the Client Support Organization as a world-class support organization.  Your excellence in strategy development, talent management, process improvement, and client experience enhancement while overseeing global teams providing support for Frontline's solutions will be key to this role.

Responsibilities:

• Build a Support Team and capability that is a differentiator for Frontline Education Solutions.
• Leverage industry knowledge, best practices, and broad solution experience, along with an understanding of client dynamics, to build a world-class support organization.
• Serve as a visionary in transforming the organization and adapting to evolving customer support expectations.
• Analyze data (KPIs, client feedback, etc.) to identify trends and develop corrective action plans.
• Lead initiatives and projects with dedication, urgency, and a strong sense of accountability.
• 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 client'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 to continually ensure clients are provided with excellent Support experiences.
• Enhance the effectiveness and efficiency of the Client Support Team through technology. 
• Define and expand 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 client and organization.
• Lead people and processes, including crafting and implementing client support and productivity improvements; manage on and off-shore Client Support teams. 
• Measure the effectiveness of the Client Support Team by defining, tracking, and reviewing team metrics (KPIs and client satisfaction) and defining action plans to continually ensure optimal performance.
• Use Client insight and root cause analysis to identify cross-functional improvements. 
• Utilize strong interpersonal and planning skills to consistently achieve productivity and performance measurements. 
• Exercise scaled teams for growth and increased productivity. 
• Evaluate and understand client support needs while also anticipating future needs.
• Inspire and promote a client success mindset across all departments within the company.
• Proven experience in building strong internal and external relationships.
• Lead and manage on and off-shore Client Support teams.
• Drive quality and consistency.
• Continuous professional development and process improvement, as well as implementing policies and procedures with focus and high energy.
• Utilize strong interpersonal and planning skills to achieve consistent productivity and performance measurements.
• Collaborate across functions to ensure coordinated and prioritized actions for client success.

Competencies:

• Ability to own outcomes, innovate, drive change management, and solve problems creatively 
• Demonstrated ability to motivate and communicate with others at all levels 
• Desire to learn, grow, develop, and eventually mentor future team members 
• Enthusiastic and creative leader with a 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 and efficiencies
• Strong strategic and customer focus with a clear understanding of the wider issues impacting SaaS clients
• Ensure continuous improvement of our current processes, quality, technology, and organizational skills to identify areas for advancement 
• Ability to utilize your resilient and adaptable mindset in the face of shifting priorities

Requirements:

• Background in enterprise customer success/account management 
• MBA and/or prior strategy consulting experience
• Knowledge and demonstrated experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc. 
• 12+ years’ experience in technical support, account management, customer service required 
• Proven management and/or relationship management experience 
• Strong strategic and customer focus with a clear understanding of the wider issues impacting customers
• Comfortable working with a fast-paced organization – the ability to innovate, drive change management, and solve problems creatively
• Demonstrated ability to motivate and communicate with others at all levels
• Influential relationship skills at all levels. Able to use these relationships to deliver support improvements
• Excellent project management, organization, and communication (both verbal and written) skills