Director, Client and Support Enablement
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Location: United States
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Description
Director, Client and Support Enablement
Location Requirements: Hybrid to Wayne, PA. Remote candidates will be considered.
Your role on the team:
Reporting to the VP, Learning & Development, the Director, Client and Support Enablement will lead the teams responsible for designing, implementing, and optimizing learning strategies and solutions that enhance client and employee success, engagement, and satisfaction. This role will lead a team focused on developing and delivering training, resources, and processes that empower our Clients and Client Support Teams to maximize the value of Frontline’s products and services. The ideal candidate will have a deep understanding of employee learning, customer success, enablement best practices, and cross-functional collaboration.
You can expect to:
- Drive the development of scalable learning solutions, including webinars, eLearning courses, documentation, and product certification programs
- Serve as a thought leader in client enablement, staying up to date on industry trends and best practices
- Identify client pain points and drivers of ticket volume to the client support teams and proactively develop solutions to improve the client experience and reduce ticket volume
- Utilize technology and digital tools to enhance learning and engagement, ensuring accessibility across various platforms
- Partner with Client Services leadership to create learning solutions that enable customers throughout their lifecycle
- Organize and lead cross-functional SME collaboration across the Client Support and Client Services Organizations to leverage other SMEs during non-Peak times, accelerating timelines and increasing employee engagement
- Be accountable for managing the team members to empower clients with self-sufficiency, generating deeper adoption and solution expansion, reducing demand on Support, and contributing to the achievement of revenue, Utilization, and EBITDA goals
- Guide the growth, high performance, and cross-functional collaboration of a virtual team of learning professionals
- Provide leadership oversight and strategic direction for the team
What you bring to the role:
- Ability to both think and plan strategically and oversee the execution of tactical projects
- Metrics management capabilities to drive team and attainment of goals
- Ability to work cross-functionally and influence stakeholders at all levels
- Confident and thrives in a high growth, always-evolving environment, applying demonstrated resilience, agility, and personal openness to learning and continuous improvement
- Data-driven mindset with the ability to analyze and interpret performance metrics
- Desire to make a difference for school systems, educators, and students
Qualifications
- Bachelor's degree in Business, Marketing, Education, or a related field
- 10+ years of experience in learning & development, customer enablement, customer success, or related roles
- Proven leadership experience with the ability to build, mentor, and manage a high-performing team
- Strong understanding of customer engagement and employee training strategies and best practices
- Excellent project management and communication skills
- Experience working with enablement tools, LMS platforms, and digital content creation tools
- Solid understanding of best practices in adult learning theory and how to apply principles to the client and employee enablement experience
- Demonstrated leadership experience in adult learning, instructional design, and implementing and supporting customer and employee training programs
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, ESPP, 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.
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