Vice President of Client Services

Frontline Education is an integrated insights partner serving more than 9,500 K-12 organizations and millions of educators, administrators and support personnel in their efforts to develop the next generation of learners.

The Vice President, Client Services will play a vital role in driving customer satisfaction at Frontline. “Provide outstanding customer service” has been a part of our core values system as a company for over a decade, and it’s something we believe is the secret to our success. The VP of CS will supervise a team of Client Services professionals who interact with customers on a daily basis. He/she will oversee all Customer Success activities, such as onboarding, support, services, adoption, advocacy, and retention to drive positive outcomes in customer satisfaction, high renewal rates, and support up-sell and cross-sell opportunities.This individual is responsible for creating a world class customer engagement organization. The CS organization will align with Frontline’s competitive strategy of being easy to do business with. If done correctly, the new organization will provide holistic, consistent and superior customer services which will differentiate Frontline from its competitors in K-12 education. Frontline should be recognized as the leading CS organization in K-12 education on a consistent basis. The right individual will move current disparate systems to a single consolidated, company-wide system. The new system will be able to ensure effective and efficient operations capable of identifying areas of strong and weak execution on a consistent basis.

**Drive Customer Success Outcomes** * Continually increase annual renewal rates on annual basis * Support revenue growth in accounts through cross-sell and up-sell. * Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores. * Drive new business growth through greater advocacy and reference-ability. **Define and Optimize Customer Lifecycle** * Map customer journey. * Develop and consistently improve implementation methodology to ensure strong customer adoption of solutions. * Standardize customer support model to ensure strong foundation for long-term customer satisfaction. * Define segmentation of customer base and varying strategies. * Identify opportunities for continuous improvement. * Learn from best practices in industry. **Manage Customer Success Activities** * Professional Services. * Customer Support. **Measure Effectiveness of Customer Success** * Define and monitor operational metrics on a continual basis. * Establish system for tracking metrics. * Create cadence for review within team. * Expose subset of metrics to executive team, company and board. **Lead World-class Customer Service Team** * Develop experienced leaders for each functional role. * Attract and mentor high potential individual contributors into team. * Create rapid onboarding process for new team members. * Foster collaboration within team and across customer lifecycle. * Encourage continuous learning within team. **Enhance Effectiveness and Efficiency through Technology** * Consolidation and implement company wide support system within first year * Implement Professional Services Administration (PSA) software. * Reference and advocacy solutions. **Inspire Customer Success across Company** * Create company-wide culture of Customer Success. * Align with Marketing around marketing to existing clients. * Align with Product around driving product roadmap. * Align with Sales around cross-sell and up-sell and focus on selling with a retention focus. * Align with Finance around measurement and forecasting. * Align with Executive Team around key metrics and objectives. * Drive company-wide definition of ideal customer. * Create company-wide customer feedback loop.

* 7+ years’ experience leading customer-facing organizations. * Experience running a large, multi-product support organization. * Experience running a professional services and/or SaaS implementation organization. * Ability to manage, influence through persuasion, negotiate, and consensus build. * Ideally combined background of post-sale and sales experience. * Strong empathy for customers AND passion for revenue and growth. * Deep understanding of value drivers in recurring revenue business models. * Demonstrated competency interacting effectively at the C-suite level, with both technical and non-technical executives. * Analytical and process-oriented mindset. * Demonstrated desire for continuous learning and improvement. * Enthusiastic and creative leader with the ability to inspire others. * Excellent communication and presentation skills. * Live and breathe the core values of the company. * Relevant Bachelor’s degree with strong preference for Master’s degree or related degrees.