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, City and State 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 ensure a smooth client experience by communicating effectively and delivering projects on time and error free. 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 stellar hands-on service to a subset of large 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. 

The number of clients you support in your portfolio will differ depending on size of district and level of complexity of the clients in your portfolio: we have portfolios of ~10-12 clients for our largest and most complex state and district partnerships and portfolios of ~20-35 clients for our mid-size and medium complexity district projects. The core work across these portfolio types remains consistent, with some additional responsibilities for portfolios of 10-12.

Key Responsibilities: 

  • Serve as the project manager for clients that use Panorama Student Success, Surveys, and/or Social Emotional Learning Surveys. 
  • Plan for and effectively track progress on complex projects that cross multiple stakeholder groups and focus on different project components through the course of the year.
  • Execute technical delivery of projects 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.
  • For our largest state and district partnerships: travel ~1x per month to attend onsite client meetings, trainings, and executive level presentations. Note that Panorama employees are not traveling onsite to districts for the 2020-21 school year.

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 large organizations (districts, corporations, other organizations)

  • Previous professional experience in a client services, technology, education, non-profit, or other related field 
  • Demonstrated ability to communicate, present and influence credibly at all levels of an organization over phone, video, and email
  • For our largest state and district partnerships: experience working with stakeholders at the superintendent and board levels preferred
  • Experience building systems and structures for using data to improve student outcomes.

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. 

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Panorama Education are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.