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Supervisor, Customer Success

Experienced

PowerSchool | Success | Bethlehem, PA

This position, under the general direction of the manager, supervises employees for the identified PowerSchool success managers, who provide dynamic customer support for our award-winning K-12 software systems. This position ensures world class solutions-oriented 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 provide maximum customer satisfaction for our PowerSchool customers. This position is responsible for the positive impact retention and renewal rates through proactive account management. This position will ensure that maximum value is delivered with PowerSchool products and services by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives. This position is PowerSchool’s most valuable asset, to advocate for our customers. This position relies heavily on personal accountability for results, a willingness to go ‘the extra mile’ for PowerSchool customers and a collaborative approach that brings the best to each and every customer. Additionally, this position will be responsible for the development of employees and driving results.

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
  • Answers, evaluates and prioritizes escalated customer concerns from accounts in all customer segments who may be experiencing problems with hardware, software, networking and other computer-related technologies
  • Ensures that employees are resolving conflicts and providing solutions to customers in a timely manner
  • Ensures employees are building relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to continually drive incremental value and return on their investment
  • Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring
  • Collaborates with sales teams to ensure growth attainment and increased footprint
  • Consults with programmers to explain software errors or to recommend changes to programs
  • Prepares weekly reports and leads weekly staff meetings
  • Participates in hiring of new team members
  • Performs any HR related administrative tasks
  • Addresses any performance management issues with employees
  • Seek and take action on improvement opportunities
  • Mentors, coaches, and develops employees
  • All other duties as assigned
Skills & Requirements

Qualifications include:

  • Bachelor’s degree or equivalent work experience
  • 5+ years’ prior experience in a software company, preferably Software as a Service (SaaS)
  • 3+ years’ prior experience in direct client support role
  • 0-2 years’ prior experience in a supervisory or leadership role, specifically developing and mentoring people
  • Proficient in Microsoft Office suite
  • Salesforce and CRM experience required and Gainsight experience preferred
  • 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
  • Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
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