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 Manager to work directly with the Head of Districts & Schools in our organization’s high volume segment to ensure all clients have an exceptional experience partnering with Panorama. This role will collaborate with their team of direct reports to scale delivery in a hyper-growth environment and strengthen impact across the client base. Objectives include supporting CSMs in delivering value, maintaining client health, and ensuring revenue renewal and expansion. You will serve as a coach and mentor with a laser focus for the team members you manage, helping our team embrace continuous improvement and get better on a weekly basis. You will support the team in learning our product, removing barriers to success, and building skills to better serve our clients. In addition, you will be a thought leader who can take charge and own key pieces of the Districts & Schools strategy.

Team Leadership and Coaching: 

• Monitor key performance metrics at the team and individual level to support improvement
• Coach and support team members, including regular one-on-ones; giving specific, targeted, and timely feedback; identifying opportunities for growth and development; and supporting the hiring, onboarding, and ongoing training for team members

Process Improvement and Management: 

• Improve delivery and support processes, with a focus on increasing the level of value clients receive from the services our team delivers
• Consistently and creatively seeking ways to scale (through product, client support, service delivery, changes in our delivery model, alternative pricing proposals, etc.)
• 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:

• Ensure team members have the tools, skills, and understanding needed to enable high renewal rates, strong client health, and ongoing user engagement
• Dive into the weeds to address and brainstorm solutions for technical challenges
• Manage portfolios, staffing, and transitions to balance portfolios and onboard new clients

What We're Looking For

• Minimum of 2 years experience managing a team and supporting team members’ growth and learning, ideally within the Client Success function
• Experience owning client contract renewals and expansion in a SaaS or services business
• Skilled at understanding client goals and aligning service delivery to those needs
• Organized and detailed-oriented, with experience developing processes to support high-performing teams
• 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 with smaller organizations that requires scalability and lower touch delivery models 
• Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of organizations; ideally, experience explaining technical projects
• Experience in Salesforce or other CRMs is a plus
• Experience working with or in school systems or other government agencies is 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.