Manager, Service Delivery
This job posting is no longer active.
Location: United States
Share:
Description
Manager, Service Delivery
Location Requirements: This role is Hybrid/Remote to Wayne, PA and is based in the Eastern Time Zone.
Your role on the team:
Reporting to the Director, the Manager of HCM, Service Delivery is responsible for leading a team responsible for the successful rollout of products to clients.
You can expect to:
- Develop and drive consistent implementation process for all Implementation Consultants
- Methodology
- Materials (SOWs, Sign-off, Kick-off, etc.)
- Project Plan
- Time Tracking
- Reporting
- Set baseline and reduce implementation time including:
- Utilization
- Client Satisfaction
- Productivity
- Time to Value
- Backlog Pipeline
- Evaluate People & Roles
- Communicate and monitor key objectives / goals for team
- Evaluate team members for skillsets & role
- Coach, mentor, and develop best talent; 1:1’s, hiring, performance management, goal setting (performance and development) annual compensation review and corrective performance if needed.
- Review customer satisfaction results and developing improvement initiatives. Contact dissatisfied clients and work collaboratively to resolve concerns.
- Research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience.
- Drive efficiencies and consistency amongst Team Members and Cross Functional Teams
- Provide leadership to the team and act as first point of escalation.
- Explore opportunities to continually improve best practices and standardized processes, share recommendations to ensure operational efficiency and scalability.
- Liaison between Sales, Support and Product for specific product line to represent product & client priorities and communication.
- Own retention and ensure high client satisfaction for your team within the HCM pillar.
- Lead cross-departmental strategic initiatives.
- Anticipate customer needs and adapts project plans in order to achieve mutually beneficial long-term objectives and goals.
- Establish, grow and maintain relationships with a wide range of groups (including all project contributors, client stakeholders, professional services consultants, etc.)
What you bring to the role (nice-to-haves):
- Ability to be a Frontline Culture Carrier, embodying the company's core values internally and externally.
- Ability to develop and maintain strong relationships with the client’s business and operational leaders.
- Ability to handle escalations for critical functional issues while ensuring highest quality service.
- Ability to manage multiple priorities simultaneously with minimal supervision.
- Ability to present information and effectively communicate to peers, team and leaders.
- Ability to work self-sufficiently in a fast-paced environment.
This role requires (must-haves):
- Bachelor’s degree in related field; or comparable relevant experience.
- 5+ years of experience serving customers for a SaaS company.
- 3-5 years leading, managing and growing individual.
- Strong verbal and written organizational, presentation, and communication skills.
- Demonstrable client empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
- Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients.
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 personalized 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.
Share:
