Job Details

Description

Location Requirements: This role is Remote.

Your role on the team:

The Client Support Operations Analyst will be part of the Client Support Organization and report to a Client Support Manager. This Client Success Operations Analyst will work to ensure our Clients know how to fully maximize and adopt our Solutions to streamline and enhance their back-end operations and focus on their core business needs. Proactive training and content curation will allow the district administrator and end user to utilize Frontline’s software solutions to reduce manual effort and foster self-service capabilities that save them time and effort. This position will analyze Operations trends to identify opportunities to improve the speed and quality of the Client Success organization's efforts.

You can expect to:

Guide the Client Success team in their ability to properly advise end-users on the thorough adoption of Frontline’s solutions.
Identify and lead initiatives with the goal of reducing incoming Support volume by curating the learning center content and promoting self-service capabilities that allow the District users to independently maximize their software solutions to streamline their back-end operations.
Incrementally improve team efficiency at handling a high volume of client inquiries while ensuring the team is providing a quality client experience:
Defining customer service workflows within the CRM ticketing system.
Developing, implementing, and maintaining standard operating procedures for common support situations.
Analyzing data to measure overall customer experience levels using data from the support ticketing system; responsible for identifying trends and reports on inconsistent or unusual patterns or volume changes in client support cases.
Provides direction in analyzing data and resolving client experience related issues to make recommendations and action plans for targeted training, product fixes or enhancements to address repetitive defects, bugs, or issues that are producing high-volume trends or patterns.
Works and collaborates with the Solution Analyst/Manager to further vet or understand patterns or trends in volume, new product releases, or enhancements or other quality concerns to mitigate risk to client base.
Onboarding and training support team members:
Developing and delivering onboarding and training for new employees on the full software solution offering, as well as ongoing training to deepen expertise.
Working closely with product teams to understand product changes; prepare and train our internal and external clients from an organizational readiness perspective.
Analyze data to determine opportunities for proactive client outreach and self-service offerings:
Collecting and analyzing customer service performance and delivery data, taking action regarding responses, and reporting to Client Success leadership.
Bridges the gaps with Product/Development/Marketing to find ways customer support can provide the best voice-of-the-customer feedback to internal teams.
Assisting with the design and rollout of new support channels and service offerings.
Preparing performance reports by collecting and analyzing data from tools such as Zendesk and PowerBI.
Collaborate with the LX team on knowledge-base content curation:
Prioritize new knowledge base content creation based on support volume trends and self-service needs.
Meet individually with content developers regularly, to ensure that workloads are managed effectively, and content created meets standards.
Develop new feature documentation ahead of product rollout to clients.
Working with the Professional Services and Learning organizations to utilize support metrics, identify trends, and orchestrate external facing client training initiatives.
Develop, plan, and execute strategic projects to help address top support topics to drive down support volume over time.
Manage and facilitate proactive client support initiatives to prepare clients for seasonally relevant needs.
Build self-service modules for clients for free service options to address key trends.

What you bring to the role:

2+ years' experience in second or third-tier customer service positions (preferable).
System knowledge and experience using SalesForce; NetSuite; ZenDesk or other CRM (preferable).
Strong written and verbal communication skills.
Ability to collaborate and develop effective working relationships with other Frontline Education staff or additional stakeholders on difficult issues as needed.
Skilled at identifying patterns and behaviors that can impact a client’s experience, both positive and negative.

This role requires:

Bachelor’s degree in related field required.
5 + years' experience delivering customer service for SaaS-based applications.
2+ years' experience in managing cross-team projects to completion.
Demonstrated understanding of common customer service tools and processes.
A track record of business process improvement.
Ability to communicate effectively with senior leaders.
Ability to analyze and identify improvements in service systems.

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 who 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 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.

Average Compensation: $132,318

How Much Do Frontline Education Employees Make?

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