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Senior Director of Client Services


Location: Raleigh, NC

Company Overview

Veracross is a PE-backed leading provider of a SaaS-based school information system (SIS) platform for independent schools. Designed specifically to meet the unique needs of independent schools, Veracross combines the power of a truly integrated database with personalized, data-driven communication tools. To date, we have configured and deployed our system at nearly 250 leading private K-12 schools in over 20 countries through a powerful, leveraged, and elegant architecture unique in our industry.

Role Summary

The Sr. Director of Client Services balances service strategy and delivery with a maniacal focus on team and performance that enable excellence in client service delivery for our Magnus product line. You will be chartered with upholding a client-centric mind-set of surpassing expectations while overseeing cost effectiveness, productivity, and the development and improvement of all client service procedures that nurture continuous improvement client satisfaction. The role combines the need for a strategic and creative thinker with strong operational stills to ensure that we continually improve our employees work environment while increasing client satisfaction.

Job Responsibilities

  • Provide strategic and operational leadership as well as direction to the entire Magnus client service department by establishing and overseeing the adoption of the service department’s vision, goals and objectives at all levels based on company strategy.
  • Ensure that client service department needs are correctly prioritized in order to ensure the correct allocation of resources and that all activities deliver measurable and significant value to the business and meet client loyalty targets.
  • Provide mentorship to key client service personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their communication, management, and leadership skills.
  • Plays the lead role in strategy formulation for the client service department at Magnus by defining and overseeing key strategic direction and objectives of the department driving necessary changes to improve operating and organizational efficiencies.
  • Orchestrate the continuous improvement of client experience through the formulation or constant improvement of the approaches and strategies applied by the teams.
  • Measure the effectiveness of all client service approaches and initiatives primarily through conducting client surveys or other feedback methods.
  • Create performance measures to continually monitor the client service processes designed to improve approaches and strategies that facilitate the achievement of client satisfaction targets.
  • Create summary metrics dashboard as well as all necessary operational metrics and KPIs to ensure continuous improvement in client satisfaction and operational efficiencies.
  • Manage the departmental budget for strategic growth and continuous improvements

Experience

  • College degree a must technical area preferred
  • 15+ years of experience working in client support/service in the software industry
  • Industry knowledge Ed Tech space and experience with K-12 private school sector preferred
  • Experience in SaaS product environment
  • Proven track record of building successful post-sales services teams
  • Demonstrated ability to understand customer/client needs and turn that into action
  • Previous experience balancing budget considerations with operational needs
  • Demonstrated strategic thinker and operational problem solver

Image001

401 Edgewater Place

Suite 360

Wakefield, MA 01880

866.492.3463

Image001

401 Edgewater Place

Suite 360

Wakefield, MA 01880

866.492.3463