Location Requirements: This role is Hybrid to out Austin, TX office and will work hours in the Central Time Zone.
Your role on the team:
The Professional Services Consultant, 2 reports directly to the Services Delivery Manager, in the Client Services Organization. The Professional Services Consultant 2 is responsible for achieving a high satisfaction rating from clients by having a successful implementation of software solutions.
You can expect to:
- Lead, own, and manage client implementations and lead requirements gathering, business analysis, system configuration, testing, and training.
- Extract, analyze, and assess client business needs and workflows; make consultative recommendations.
- Understand client expectations and client requirements when the project begins; keep the project in scope and on time.
- Set up and configure client’s workflows (business processes), security roles and rights, etc. per requirements and system administration.
- Maintain up-to-date system knowledge through product enhancements, changes, and defect fixes.
- Research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience.
- Recommend best practices to clients based on product capabilities and business process workflows.
- Mentor, onboard, and facilitate training sessions of new and/or junior Consultants.
- Handle escalations and tough, complex client problems.
- Lead internal initiatives to build efficiencies, team knowledge, and increase customer satisfaction.
- Attend User Group Sessions and assist facilitator, as needed.
- Pilot new service offerings to determine validity, feedback, and value.
- Conduct virtual ad hoc professional services webinars.
- Conduct Discovery Calls for Post-Implementation Services including writing a Statement of Work with recommended level of effort.
- Facilitate conversations regarding SSO.
- Facilitate and occasionally own integration work.
- Work directly with customers to document and validate business requirements, which are then mapped to the application’s functionality.
- Conduct Peer Review of Projects which include 360 feedback for consistency, delivery, and presentation.
- Update Services materials, as needed.
- Facilitate, Deliver & Conduct virtual and onsite Certification Courses and Maximizations successfully with positive client feedback.
- Participate in internal initiatives to build efficiencies, team knowledge, and increase customer satisfaction.
- Maintain an average billable UTE target of 70%.
What you bring to the role:
- Skilled in facilitating change management, providing guidance to organization leaders rolling out a new system and process.
- Dedicated to meeting client expectations, acts with the client in mind, and maintains effective client relationships.
- Ability to confidently escalate issues internally, as needed.
- Ability to be cross-trained on a variety of Frontline Education solutions.
- Understanding of common industry standard business practices related to Solution & Integrated 3rd Parties.
- Team player, but exceptional at working independently.
- Project Management experience (strongly preferred).
- Effective Communicator - both verbally and written - to peers, leadership, and business partners including strong questioning and listening skills and the ability to look beyond obvious answers to understand impacts.
- Prior K-12 experience (preferred).
This role requires:
- Bachelor’s degree, and 3+ years of experience serving customers, ideally during a company’s growth mode as an Implementation Consultant (or similar role) for a SaaS company.
- Strong analytical skills, data management, and reporting capabilities.
- Technical proficiency, solution mindset, communication, and organizational skills are top strengths.
- Previous experience successfully managing large, complex multiple clients simultaneously with minimal supervision
- Available to travel at least 30% of the time.
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.
