About Panorama:

Panorama Education, based in Boston, is a fast-growing technology startup focused on radically improving education. Today, 900 school systems serving ten million students have adopted the Panorama platform as paying customers including the entire states of Iowa and Hawaii as well as large districts like New York City, San Francisco, and Dallas. School systems turn to Panorama to ensure that each child is getting the support they need, so that more students succeed in school, graduate, and go on to college. Panorama helps educators monitor how students are doing across academics, attendance, behavior, and college readiness, and then coordinate action to support each child. Panorama’s platform also helps educators collect data about non-academic factors that are key to each child’s success in school and in life, such as social-emotional skills, safety, teacher-student relationships, and family engagement. Panorama has raised $45 million from Emerson Collective, YCombinator, Spark Capital, Owl Ventures, Uncork, and others..

About the Role:

We're looking for a Client Success Manager, Community District Partners to join our growing team and support a portfolio of clients with best-in-class service. As a Client Success Manager, you will be a Panorama product expert, supporting your portfolio of clients to use our toolset, support technical customizations in the back end, and provide timeline support to ensure your clients launch projects successfully. 

Your will focus on promoting client engagement with our products and intervening as needed to maintain satisfaction throughout the client experience. You will leverage your expertise to support clients from onboarding through ongoing engagement with data to improve student outcomes. The core impact of this role is in delivering scalable supports to a broad range of smaller districts that work with Panorama. In addition to using Panorama’s platforms?, you’ll make considerable use of Excel, troubleshoot questions using your expert knowledge of Panorama’s products, and work closely with clients to align their needs and the best practices we’ve learned over the years. 

You will support a portfolio of 50-70 clients of Panorama’s most standard projects. The clients you serve will mostly leverage the Panorama platform and deliver their projects with self-sufficiency using Panorama’s toolset.

Key Responsibilities: 

• Manage a portfolio of 50-70 clients that use Panorama products driving high levels of engagement with our platform and product offerings
• Leverage one-to-many communication strategies to effectively support your client base at scale
• Execute technical customizations using the Panorama platform, MS Excel, JIRA, and Asana, collaborating with other roles as needed (Support, Survey Ops, Implementation Leads)
• Communicate effectively, professionally and with empathy with clients via phone calls and email to ensure that they have an exceptional customer experience. Organize and facilitate key virtual client touch points through conference or video calls throughout the project lifecycle, such as planning calls, calls to recommend survey content, and report calls to help clients understand and act on their data. 
• Onboard new clients and provide resources to help them navigate Panorama tools; introduce them to best practices and support them when they face technical challenges.
• Collaborate with our Product Education team to ensure clients have the resources they need to self serve within the platform. As needed, create custom resources and tools using PowerPoint, Pages, or Excel to ensure that clients effectively use Panorama’s tools.
• Collaborate with other team members to deliver projects on time, error-free, and in alignment with client vision.
• Submit technical support tickets to our Engineering team to address issues within the platform.
• Act as a voice of the customer internally to help the Panorama team better understand and improve client experience through our tools and services.

What We’re Looking For 

Stellar project management and collaboration skills

• Proven ability to manage a number of projects on tight deadlines with a high level of organization and accuracy
• Experience working independently and problem-solving on time-sensitive timelines
• Experience working on cross functional project and support teams 

Expert ability to learn new platforms

• Experience with learning new products, platforms, and environments; experience troubleshooting technical issues and using technology to improve processes
• Experience using Excel or other technical platforms to modify large data sets 

Experience working with multiple partners simultaneously

• Experience with customer management and client relations for a high volume of clients or stakeholders.
• Experience building systems to increase efficiency in your work and/or building client delivery systems to make it them consistent and reliable
• Experience in high growth organizations or the education industry are a plus

Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators, and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other. As such we are an Equal Opportunity Employer.