This role can be fully remote, or you can work out of our Boston office

About Panorama:
Panorama Education is a fast-growing national technology company focused on radically improving education. Over 1,500 school systems serving 12 million students across 50 states have adopted the Panorama platform to help educators collect data about non-academic factors that are key to each child’s success in school and in life, such as social-emotional learning and well-being, safety, teacher-student relationships, and family engagement.

About the Role:

The Manager, External Client Support will coach and guide the full time and part-time members of our Product Support team, lead the team’s strategy, and grow the team as Panorama continues to grow. The Product Support Team is responsible for delivering best-in-class user support to all of Panorama’s users via email, phone and one-to-many materials and resources. Our Product Support Team constantly adapts and expands our impact as our products and client base grow. 

Key Responsibilities: 

Team leadership and coaching: 

• Lead, inspire, and manage a team of full and part-time Product Support Specialists (PSSs)
• Onboard, train, coach and develop PSS to succeed at Panorama
• Serve as an expert practitioner of the Product Support team, knowing our internal tools, supporting within parts of Panorama’s platform, and making recommendations to the team
• Embed diversity, equity and inclusion when building systems and processes internally and externally
• Track, hold accountable, and help your team grow at performance metrics at individual and team levels
• Capacity plan and monitor portfolio sizes so Product Support capacity is able to support our clients throughout the year and also scalably in peak periods
• Ability to cover for a direct report in doing the PSS job, if necessary

Process design and management: 

• Define new processes and expectations as the product and Panorama’s delivery model for serving clients changes and evolves
• Aggressively and creatively seek ways to scale (through product, client support, service delivery, team processes, changes in our delivery model, etc.)
• Oversee outage planning and processes; ensure protocols and training are in place to deliver outstanding support to clients and internal team members during product outages.

Cross functional leadership: 

• Collaborate with teams across the Client Success function to deliver projects on time and error free and reply quickly to client needs. 
• Collaborate with teams across the Client success team to adapt the vision and strategy for the Product Support team and how it interacts with other teams.
• Join forces with our Engineering and Product teams to enhance the client experience, both with incremental improvements and game-changing innovations.

What We're Looking For

• Experience in client-facing roles or leading client-facing teams; clear sense of best-in-class practices for scaling support models
• Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of education organizations and the company
• Experience in using data to understand, track progress and solve problems
• Demonstrated experience advancing diversity, equity and inclusion
• Success coaching others in support or other customer-centric roles
• Demonstrated track record improving systems and processes to support high performing teams
• Experience learning new products, platforms and environments quickly; comfort with technology and commitment to using it to improve processes

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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