Client Success Manager Team Lead, Districts & Schools

Panorama Education Boston , MA 02298

Posted 7 months ago

About Panorama:
Panorama Education, based in Boston, is a fast-growing technology startup focused on radically improving education. Today, 900 school systems serving ten million students have adopted the Panorama platform as paying customers, including New York City, Seattle, San Francisco, Denver, Dallas, and Nashville.
School systems turn to Panorama to ensure that each child is getting the support they need, so that more students succeed in school, graduate, and go on to college. Panorama helps educators monitor how students are doing across academics, attendance, behavior, and college readiness, and then coordinate action to support each child. Panoramas platform also helps educators collect data about non-academic factors that are key to each childs success in school and in life, such as social-emotional skills, safety, teacher-student relationships, and family engagement.
Panorama has raised $45 million from Emerson Collective, YCombinator, Spark Capital, Owl Ventures, SoftTech, and Mark Zuckerberg.
About the Team and Role:
Panoramas Client Success team has three key areas of responsibility:
Owning and delivering on Panoramas vision for second-to-none quality and support for the Districts & Schools practice, comprising of nearly 500 of Panoramas smallest clients
Designing and delivering on client support culture and processes that contribute to high renewals and expansions
Ensuring clients achieve impact with Panoramas products and view our work as deeply relevant to their success
Were looking for a Team Lead to support and coach a team of Client Success Managers who own large portfolios of schools and districts that serve up to 9,000 students. The Team Lead will own our services strategy for this client segment. Together, you and the team will develop and improve processes for providing every client with best-in-class service and thought partnership.
You will also serve as a coach, teacher, and mentor with a laser focus on helping our team embrace continuous improvement and get better on a weekly basis. Professional growth for all Panorama team members is an extremely important part of our culture and success. We pride ourselves on the authentic relationships weve built with our clients and the passion for improving education that we infuse into every interaction: we will be excited for you to help Panorama continue and expand its famous client experience as we scale.
This role is based in Boston and reports to our VP of Client Success.
Key Responsibilities:
Team Leadership and Coaching:
Set vision and strategy for the Districts & Schools CSM team, based on a deep understanding of our clients needs and how Panoramas product will help them be successful
Design and track performance metrics at the team and individual levels
Coach and support each member of the team (7-10 members through 2019), including regular one-on-ones; giving specific, targeted, and timely feedback; identifying opportunities for growth and development; and supporting hiring, onboarding, and ongoing training for team members
Work with the Recruiting team to achieve successful hiring, building a team with the right skills and experience to deliver excellence consistently; design and coordinate the delivery of onboarding, ensuring fast and high quality ramp for new team members
Process Design and Management:
Develop and improve Client Success processes, with a focus on increasing the level of value clients receive from the services our team delivers
Aggressively and creatively seek ways to scale (through product, client support, service delivery, changes in our delivery model, alternative pricing proposals, etc.)
Develop mechanisms to learn from clients to inform product development and share across our client community
Join forces with our Engineering and Product teams both to enhance the client experience
scale it - with incremental improvements and game-changing innovations by channeling the voice of the customer in internal conversations
Client Delivery:
Work collaboratively with VP of Client Success and CS Leadership Team to define the vision for product and service delivery to clients; determine the right mix of experience and talent to deliver on the vision.
Ensure team members can successfully reach renewal and expansion goals for low-end clients and that they can coordinate closely with Account Management colleagues to deliver high renewal rates and expansion opportunities.
Manage client portfolios across team members; ensure excellence in client delivery
Manage a small client portfolio (3-5 clients) and support client escalations when necessary
What We're Looking For
Experience coaching and leading a team towards ambitious goals; experience growing a team is a plus
At least 2-3 years of experience in education, services, consulting, and/or account management
Organized and detailed-oriented, with experience developing processes to support high-performing teams
Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of education organizations, including senior leaders and superintendents (via phone, email, and in-person); ideally, experience explaining technical projects
Excitement about learning new products, platforms and environments quickly; comfort with technology and commitment to using it to improve processes
Comfortable with ambiguity and able to balance the existence of clear systems and processes with the need to modify existing processes in the service of continuous improvement and the changing demands of a rapidly growing business
Experience working in or working with large organizations, especially school systems or other government agencies is preferred
Passion for improving education and for helping clients use Panorama successfully to improve their schools and classrooms
Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; weve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other. As such, we are an Equal Opportunity Employer.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Success Manager Marketing & Sales Solutions


Posted 5 days ago

VIEW JOBS 2/20/2020 12:00:00 AM 2020-05-20T00:00 Qualifications * Bachelor's degree in Business, Marketing or Engineering/Science; MBA preferred * 12+ years of experience with a 5+ years focused in client delivery and client management within a consulting or customer success organization preferably with Retail clients * Experience in analytical software solutions, preferably around core merchandising levers, including: Pricing, Promotions, Category Management, Assortment Optimization, etc. * Experience working in a leadership role on large scale technology implementations or consulting engagements for Fortune 500 companies * Superb communicator at all levels of an organization up to Executive, possesses keen listening skills * Creative problem solver and natural entrepreneur; comfort with risk taking and ambiguity. Has both a creative and analytical mindset * Able to incorporate business context to present and describe technical functionalities to those less-versed in technology * Strong ability to manage resources across a matrixed organization * Able to effectively manage multiple works streams, effectively delegating to other resources but also being able to "go deep" where needed * Outstanding project and process management skills * Exceptional verbal and written communication skills * Highly collaborative, yet able to function well independently * Travel expectation of 50-80%, on monthly basis Who You'll Work With You will be based in one of our North America offices and will be part of our Marketing & Sales practice. The Marketing & Sales practice strives to help clients in both consumer and business-to-business environments on a wide variety of marketing and sales topics. Our clients benefit from our experience in core areas of marketing such as branding, customer insights, marketing ROI, digital marketing, CLM, pricing, and sales and channel management. Our practice offers an exceptional opportunity to work at the intersection of marketing, sales and consulting. Focusing on issues like redefining marketing and sales operations and commercial transformation, our people help clients build capabilities and transform how companies go to market - moving them to customer centric organizations. Founded in 2007, Periscope® by McKinsey enables better commercial decisions by uncovering actionable insights. The Periscope platform combines world leading intellectual property, prescriptive analytics, and cloud based tools to provide more than 25 solutions focused on insights and marketing, with expert support and training. It is a unique combination that drives revenue growth both now and in the future. Customer experience, performance, pricing, category, and sales optimization are powered by the Periscope platform. Periscope has a presence in 27 locations across 16 countries with a team of 700+ IT and business professionals and a network of 300+ experts. To learn more about how Periscope's solutions and experts are helping businesses continually drive better performance, visit What You'll Do You'll oversee an internal client success team (onshore + offshore), responsible for managing a large, complex client who is leveraging multiple Periscope solutions. In this role you will ensure the success of existing deployed solutions while also overseeing new implementations, all with a focus on maximizing business impact for your client. You will rapidly become conversant on the Periscope offerings, manage existing client relationships and support business development with new and existing clients. This involves ensuring client's base solutions are delivered on time and accurately. You will drive clients in their effective use of Periscope to sustainably deliver high impact. This involves engaging with client sponsors on a regular basis to discuss about how to best drive user adoption and helping them with questions they might have regarding the Solution usage or applicability, and build client capabilities. You will work closely with client executives, generalist McKinsey consultants and business, product and analytic leadership to drive advanced analytic insights. You will also help ensure on time and quality delivery of new solutions by partnering closely with our solution delivery team. You'll have the opportunity to define, react to and assist in setting strategy for client success, working in conjunction with Periscope leadership. Mckinsey Boston MA

Client Success Manager Team Lead, Districts & Schools

Panorama Education