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Strategic Accounts Manager

Manager

PowerSchool | Support | Folsom, CA

This position, under the general direction of the director, is responsible for the overall direction, coordination, quality and output of employees that are the identified PowerSchool program managers who provide technical support for our award-winning K-12 software systems. This position ensures our employees provide world class solutions-oriented technical support while serving as the single point of contact for projects, escalations, and releases with a strong focus on customer service that is designed to maximize customer satisfaction for our large customers. This position drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position oversees our most valuable asset to our customers and will communicate via telephone and written internet based communication. Additionally, this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services for our largest customers.

 

Duties and Responsibilities Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Monitors and drives all performance goals
  • Works to increase team efficiency and effectiveness
  • Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.)
  • Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews
  • Participates in hiring of new team members
  • Performs any HR related administrative tasks
  • Addresses any performance management issues with employees
  • Contribute in cross-department management activities
  • Seek and take action on improvement opportunities
  • Mentors, coaches, and develops employees
  • All other duties as assigned
Skills & Requirements

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

 

  • 5+ years’ prior experience in a technical support role
  • 2+ years’ prior experience in direct client support role
  • 2+ years prior supervisory or management experience
  • Proficient in Microsoft Office suite
  • Salesforce experience required
  • Prior CRM experience required
  • Excellent attention to detail and time management
  • Excellent oral and written communication skills
  • Excellent customer service, presentation, and conflict resolution skills
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Ability to mentor and coach employees
  • Bachelor’s degree or equivalent work experience