Director, Customer Enablement

3 weeks ago

Austin, United States Frontline Education Full time

Posting Details

Job Details

Description

Location Requirements: Hybrid to Wayne, Naperville, or Austin. Remote candidates will be considered. 

Your role on the team:

This position will report to the Chief Customer Operations Officer and lead a team that drives and executes learning experience goals across the organization.

You can expect to:

Build and maintain the learning curriculum, programs, and materials that enable the customer/user component of Frontline Solutions. Refine and progressively improve Frontline Customer Enablement methodology, working with Frontline Services/Implementation teams to ensure Customers are fully enabled on Frontline Solutions. Lead the execution of Frontline Customer Learning and Enablement across the Services Array and all solutions to provide a scalable, repeatable, consistent client experience. Be accountable for Customer Learning and Enablement to achieve company KPIs, such as adoption, retention, and support mitigation, and attain expected client outcomes.

Services Development Leadership:  

Execute and evolve the strategic Learning Framework to describe and operationalize Frontline Professional Services in the K-12 market to deliver a unique world-class client experience to maximize value and impact to the client and to Frontline. Apply the framework to flesh out and evolve the Frontline Learning/Enablement Strategy for each Future State service type, integrating best practices to provide scalable, repeatable services to increase operational efficiency, retain clients, and increase revenue and upsell opportunities. Lead the next-generation evolution of a cross-solution Virtual learning strategy that provides an enhanced client experience with greater knowledge retention and application and a focus on assessing impact while enabling Frontline to serve more clients with higher gross margins. Lead the execution of the certification strategy to provide a seamless client experience that increases adoption and reduces support. Partner with Sr. Director, Client Services, to enable customers through the implementation process. Be accountable for managing the Learning/Enablement team members to achieve Utilization targets, empowering 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. Partner with VP, Client Support, and CSM Leadership to execute the consistent Frontline Learning Center Strategy and Webinar Strategy to enhance the client experience, increase retention, and reduce Support. Lead and manage strategic projects to completion, with a focus on progressive improvement, on aggressive accelerated timelines with very limited resources. Work directly with customers on specific engagements, Provide Organizational/User Change leadership for strategic accounts. Performable billable services to contribute to revenue targets and EBITDA goal.

Services Enablement Leadership:

Guide evolution and growth of services enablement processes and resources to increase Sales team knowledge and capability to promote services. Oversee Enablement/Learning PS Proposal generation process to help client access the services that they need to reach their goals and to contribute to PS revenue goals.

People Leadership:

Guide the growth, high performance, and cross-functional collaboration of a Learning Strategy Advisors team hybrid. Provide leadership oversight and strategic direction for the LX Team. Organize and lead cross-functional SME collaboration across the Client Support and Professional Services Organizations to leverage other SMEs during non-Peak times, accelerating timelines and increasing employee engagement.

What you bring to the role:   

Ability to both think and plan strategically and oversee the execution of tactical projects. Ability to communicate in a compelling, clear, and metrics-oriented way across all levels of the organization. Confident and thrives in a super high growth, always-evolving environment, applying demonstrated resilience, agility, and personal openness to learning and continuous improvement. Desire to make a difference for school systems, educators, and students. Other professional certifications preferred (ex. PMP, E-Learning Design, Change Management, AI, etc.)

This role requires:

Bachelor’s degree in education, training, learning, or related field Master’s degree or higher in the education, training, learning, or IT consulting fields (combination of experience in those areas strongly preferred) Minimum 10-15 years’ experience in leading distributed teams, including other managers and strong contributors, in a Services organization Demonstrated leadership experience in adult learning, instructional design, and implementing/supporting Learning Management Systems (LMS) Prior experience in developing and managing organizational/user change management programs Prior experience in instructional design Solid understanding of best practices in adult learning theory and how to apply principles to the client experience Metrics management capabilities to drive team and attainment of goals

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 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.

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Licenses & Certifications

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