Client Success Team Lead

| Greater Boston Area

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 New York City, Seattle, San Francisco, Denver, Dallas, and Nashville. 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, SoftTech, and Mark Zuckerberg.

About the Team and Role:

Panorama’s Client Success team has three key areas of responsibility: 

  • Owning and delivering on Panorama’s vision for second-to-none quality and support for the Districts & Schools practice, comprising of nearly 500 of Panorama’s smallest clients
  • Designing and delivering on client support culture and processes that contribute to high renewals and expansions
  • Ensuring clients achieve impact with Panorama’s products and view our work as deeply relevant to their success 

We’re looking for a Team Lead to support and coach a team of Client Success Managers who own large portfolios of schools and districts that serve up to 9,000 students. The Team Lead will own our services strategy for this client segment. Together, you and the team will develop and improve processes for providing every client with best-in-class service and thought partnership. You will also serve as a coach, teacher, and mentor with a laser focus on helping our team embrace continuous improvement and get better on a weekly basis. Professional growth for all Panorama team members is an extremely important part of our culture and success. We pride ourselves on the authentic relationships we’ve built with our clients and the passion for improving education that we infuse into every interaction: we will be excited for you to help Panorama continue and expand its famous client experience as we scale. This role is based in Boston and reports to our VP of Client Success.

Key Responsibilities: 

Team Leadership and Coaching: 

  • Set vision and strategy for the Districts & Schools CSM team, based on a deep understanding of our clients’ needs and how Panorama’s product will help them be successful
  • Design and track performance metrics at the team and individual levels
  • Coach and support each member of the team (7-10 members through 2019), including regular one-on-ones; giving specific, targeted, and timely feedback; identifying opportunities for growth and development; and supporting hiring, onboarding, and ongoing training for team members
  • Work with the Recruiting team to achieve successful hiring, building a team with the right skills and experience to deliver excellence consistently; design and coordinate the delivery of onboarding, ensuring fast and high quality ramp for new team members

Process Design and Management: 

  • Develop and improve Client Success processes, with a focus on increasing the level of value clients receive from the services our team delivers
  • Aggressively and creatively seek ways to scale (through product, client support, service delivery, changes in our delivery model, alternative pricing proposals, etc.)
  • Develop mechanisms to learn from clients to inform product development and share across our client community
  • Join forces with our Engineering and Product teams both to enhance the client experience and scale it - with incremental improvements and game-changing innovations by channeling the voice of the customer in internal conversations

Client Delivery:

  • Work collaboratively with VP of Client Success and CS Leadership Team to define the vision for product and service delivery to clients; determine the right mix of experience and talent to deliver on the vision.
  • Ensure team members can successfully reach renewal and expansion goals for low-end clients and that they can coordinate closely with Account Management colleagues to deliver high renewal rates and expansion opportunities.
  • Manage client portfolios across team members; ensure excellence in client delivery
  • Manage a small client portfolio (3-5 clients) and support client escalations when necessary
What We're Looking For
  • Experience coaching and leading a team towards ambitious goals; experience growing a team is a plus
  • At least 2-3 years of experience in education, services, consulting, and/or account management
  • Organized and detailed-oriented, with experience developing processes to support high-performing teams
  • Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of education organizations, including senior leaders and superintendents (via phone, email, and in-person); ideally, experience explaining technical projects
  • Excitement about learning new products, platforms and environments quickly; comfort with technology and commitment to using it to improve processes
  • Comfortable with ambiguity and able to balance the existence of clear systems and processes with the need to modify existing processes in the service of continuous improvement and the changing demands of a rapidly growing business
  • Experience working in or working with large organizations, especially school systems or other government agencies is preferred
  • Passion for improving education and for helping clients use Panorama successfully to improve their schools and classrooms

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.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • SalesforceCRM

Location

We're on School Street above the Walgreens at Downtown Crossing. We're just a few minutes walking distance from the Blue, Orange, Green, and Red Lines

An Insider's view of Panorama Education

What’s the vibe like in the office?

We work really hard because we care deeply about what we do and who we do it for. Our rich diversity allows for collaboration with people from all walks of life to build something meaningful and impactful for our future. I would be remiss in not saying that I work with some of the most hardworking, intelligent, and admirable people I’ve ever met.

Jen

Engineer

What does your typical day look like?

My days revolve around our mission of being the best part of our client’s day. Collaboratively working with other engineers and Client Success teammates to problem solve, build new tools, integrate/onboard new clients, and support the needs of existing clients are just a start.

Jahvon

Engineer

What makes someone successful on your team?

Being eager, highly adaptive, dependable, and believing that our work is significant. For example, we’ve prioritized schools visits this year. As an engineer, I saw our product in a whole new light when I watched teachers actually interact with it as a normal part of their day. This allows us to carefully and thoughtfully craft our product.

Jemma

Engineer

How do your team's ideas influence the company's direction?

We empower each team member to build plans to turn strategy into reality. We believe that leveraging everyone’s unique skills and experiences will yield the best possible outcomes for our clients and cultivate an environment of teaching & learning.

Katie

CFO

What projects are you most excited about?

I am excited about elevating equity and inclusion as we support educators and school leaders in creating environments where all students thrive. For the Teaching & Learning team, we try to focus on designing learning experiences and resources that help partners navigate and process data to learn the ways that students experience school differently.

Nashaira

Workshop Facilitator

What are Panorama Education Perks + Benefits

Panorama Education Benefits Overview

Our team members show unmatched devotion to improving education so in return, we've worked hard to craft a benefit offering that cares for each Panoramian and shows our devotion to and appreciation for them. Our benefits range from 90% coverage of medical premiums to flexible vacation to generous parental leave to daily catered lunch.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer two kinds of FSAs so employees are able to set aside pre-tax dollars to pay for health care expenses like copays and deductibles. We also reimburse up to $50 per month for gym memberships.
Disability Insurance
Dental Benefits
Panorama covers 90% of the cost of dental premiums.
Vision Benefits
Health Insurance Benefits
Panorama's health insurance plan through BCBS offers a PPO and HMO option. Panorama covers 90% of premium costs.
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Panorama matches 100% of employee contributions of up to 4% of their annual salary. Matched contributions vest right away!
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We work really hard at Panorama so we make sure our team members are comfortable and well supported by benefits and perks that are motivating and encourage them to build longterm careers with us.

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