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Vice President, Professional Services

Executive

PowerSchool | Services | Folsom, CA

This position, under the general direction of the Chief Customer Officer, reports directly to the Global Vice President of Professional Services and is responsible for creating and leading the strategic direction, coordination, quality and output of employees that provide implementation and project support for our award-winning K-12 solutions. This position ensures that our employees provide world class implementation and project support with a strong focus on our clients designed to maximum customer satisfaction while reaching our target goals. This position drives process improvements while motivating others to accurately analyze and resolve product-related issues. This position will interact with customers via telephone and/or written internet based communication and will be responsible for driving customer satisfaction. Additionally, this position will provide leadership and guidance to evolve our Services teams while supporting new and existing services and solutions for a wide range of customers.

Essential duties and responsibilities

  • Responsible for meeting and exceeding all targets and goals
  • Responsible for creating, implementing, and maintaining strategic plan to achieve targets
  • Empowers directors and managers to own their business and innovate
  • 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.)
  • Addresses any customer satisfaction issues
  • Ensures that all employees receive appropriate coaches and development
  • Participates in hiring of new team members
  • Performs any HR related administrative tasks
  • Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews
  • Addresses any performance management issues with employees
  • Works with direct reports to understand and prioritize product issues
  • All other duties as assigned
Skills & Requirements

Qualifications include:

  • 10-12 years’ prior experience in a client services role
  • 7-10 years’ prior managerial experience
  • Proficient in Microsoft Office suite
  • Previous CRM experience required
  • Prior experience in an implementation environment
  • Excellent attention to detail and time management skills
  • Excellent change management skills
  • Excellent oral and written communication skills
  • Excellent customer service and conflict resolution skills
  • Superior trouble shooting and analytical skills
  • Excellent ability to lead, develop and coach employees
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Bachelor’s degree or equivalent work experience, Master’s degree preferred