Client Success Manager
Location Requirements: This role is remote.
Your role on the team:
The Client Success Manager (CSM) plays a critical role as the primary post-sale point of contact for Frontline Education’s strategic client account. You will be 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 education departments and school districts, facilitates effective internal and external activity, and clearly understands and communicates the positive impacts of Frontline’s solutions. Our CSMs understand the client standards, policies, processes, and methodologies and can leverage industry knowledge to expand Frontline opportunities in districts. The CSM adds 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. This role reports to the Senior Manager, Client Success within our Sales and Client Success team.
You can expect to:
- Work with large school districts and education organizations
- Manage multiple key client accounts ensuring every client experience exceeds expectations
- Nurture and grow trusted relationships with your clients to increase client satisfaction as defined & measured in NPS and other surveys
- Execute defined key account model strategies on a quarterly basis
- Monitor, diagnose, and manage client health for assigned base of clients
- Maintain 100% retention and renewal rate for assigned base of clients
- Create upsell opportunities that expand revenue and solution growth
- Document and track client interactions and outcomes in Gainsight
- Develop client success plans that highlight critical success factors and metrics, potential risks, and recommendations that align with client’s strategic goals
- Engage in strategic conversations regarding Frontline product capabilities and benefits
- Review and share Client feedback to improve the overall experience across all solutions
- Identify “at risk” accounts and present recommended course of action to senior leadership
- Develop and present solution and professional service growth opportunities to deepen client relationships
- Engage Sales in regular, strategic conversations to support expansion and referrals
- Manage contract requirements and commitments; help define SOW requirements
What you bring to the role:
- Demonstrated ability to interact at the highest levels of the Client Success organization while increasing client interaction with the school district
- Ability to establish and maintain positive working relationships both internally and externally to foster client trust and commitment
- Successful cross-functional business partnerships with the goal of resolving issues and improving client satisfaction
- Deep understanding of State and School District standards, policies, and processes
- Demonstrated ability to develop a clear understanding of business needs and to translate them into solutions
- Outstanding presentation skills: proficiency with PowerPoint and the ability to build and deliver project presentations, business cases, project proposals, and data analysis with clear and concise recommendations
- Passion for handling client concerns, escalations, and conflict resolution
- Ability to target critical business problems and apply appropriate decision making and best practice methodologies to solve complex issues
- Proven ability to prioritize, multi-task, and exceed expectations
- Bachelor’s degree, or equivalent work experience
- 2 – 4 years of experience in technology implementation, account management, or client support
- This role requires up to 30% travel
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.
