Professional Services Consultant 3
Your role on the team:
The Professional Services Consultant, 3 reports directly to the Services Delivery Manager, in the Client Services Organization. The Professional Services Consultant, 3 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.
- Recommend best practices to clients based on product capabilities and business process workflows.
- Provide technical expertise and training to colleagues and clients.
- Provide feedback on existing product based on efficiency gains and customer needs.
- Maintain up-to-date system knowledge through product enhancements, changes, and defect fixes.
- Dedicated to meeting client expectations, acts with the client in mind, maintains effective client relationships.
- Research, analyze, develop, and recommend processes and procedures to improve the
- customer's overall experience.
- Skilled in facilitating change management, providing guidance to organization leaders rolling out a new system and process.
- Ongoing Mentoring, onboard, and facilitate training sessions for any level of Consultants.
- Lead internal initiatives to build efficiencies, team knowledge, and increase customer satisfaction.
- Independently facilitate & lead User Group Sessions.
- 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.
- Independently Facilitate, Deliver & Conduct virtual and onsite Certification Courses and Maximizations successfully with positive client feedback for clients of all size (Consortia, Partners, Strategic, State, etc.).
- Conduct virtual ad hoc professional services webinars.
- Assists in RFP responses for functionality, service offerings, and project plans.
- Provide Sales Support (as needed).
- Maintain an average billable UTE target of 70%.
What you bring to the role:
- Ability to lead independently large, strategic accounts.
- Ability to handle escalations and tough, complex client problems.
- Ability to be cross-trained on a variety of Frontline Education solutions.
- 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, maintains effective client relationships.
- 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 ability to look beyond obvious answers to understand impacts.
- Prior K12 experience (preferred).
This role requires:
- Bachelor’s degree, and 5+ years of experience serving customers, ideally during a company’s growth mode as an Implementation Consultant (or similar role) for 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 personalized 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.
