Full-Time

Sr. Manager

Technical Support

Posted on 8/27/2024

Panorama Education

Panorama Education

201-500 employees

Data analytics platform for educational institutions

Data & Analytics
Education

Compensation Overview

$121.5k - $162kAnnually

+ Bonus + Commission + Equity Awards

Mid, Senior

Boston, MA, USA + 2 more

More locations: Massachusetts, USA | United States

Panoramians can choose to work fully remote anywhere within the Continental United States, in-person from our Boston office, or a hybrid option.

Category
IT Support
IT & Security
Required Skills
Zendesk
Salesforce
JIRA
Requirements
  • 3+ years of leadership and/or coaching experience within Technical Support
  • 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, solve problems, and evolve processes
  • Proven ability to manage a cross-functional team to resolve escalated issues
  • Experience managing a team through change such as the introduction of new workflows or policy changes
  • Demonstrated experience advancing diversity, equity and inclusion
  • Success optimizing the talent of their team through 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
  • Strong technology background with a comprehensive knowledge of Mac and PC based applications and basic knowledge of browser and SSO issues
  • Highly proficient in Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software such as HelpScout and ZenDesk
  • Ability to travel occasionally within the US and Mexico
Responsibilities
  • Lead and manage a team of Technical Support Representatives and Engineers
  • Onboard, train, coach and develop members of the Technical Support team to succeed at Panorama
  • 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
  • Forecast Technical Support capacity to effectively support our clients throughout the year, especially in peak periods
  • Define new processes and expectations as the product and Panorama’s delivery model for serving clients changes and evolves
  • Creatively seek ways to scale Technical Support’s impact through product improvements, service delivery, team processes, changes in our delivery model, etc.
  • Drive continuous process initiatives to increase productivity, improve customer satisfaction, and consistently meet business KPIs
  • Collaborate with teams across the Client Experience function to guarantee the success of new products and features, acting as an advocate both for the Technical Support team and the client
  • Consider feedback from teams across the Client Experience function to adapt the vision and strategy for the Technical Support team and how it interacts with other teams
  • Join forces with our Engineering and Product teams to enhance the client experience with incremental improvements and game-changing innovations

Panorama Education provides a data analytics platform specifically designed for educational institutions, such as school districts and individual schools. The platform enables these institutions to collect and analyze various data related to student performance, including attendance, behavior, and grades. This analysis helps schools make informed decisions to better support their students. A distinctive feature of Panorama's platform is its emphasis on social-emotional learning (SEL), offering tools to measure students' SEL skills and understand their emotional well-being. Additionally, the platform includes tools for Multi-Tiered Systems of Support (MTSS), which assist schools in providing tailored support to students. Panorama operates on a business-to-business model, selling its services to educational institutions, and is recognized for its professionalism and responsiveness in the education sector.

Company Stage

Late Stage VC

Total Funding

$94.9M

Headquarters

Boston, Massachusetts

Founded

2012

Growth & Insights
Headcount

6 month growth

-5%

1 year growth

0%

2 year growth

-2%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for SEL tools boosts Panorama's market potential.
  • Mesa Cloud acquisition enhances Panorama's platform with graduation management features.
  • Partnerships with school districts highlight Panorama's role in data-driven education.

What critics are saying

  • Competition from SEL-focused companies like SEL Adventures may impact market share.
  • Integration challenges from Mesa Cloud acquisition could disrupt service delivery.
  • Reliance on third-party partnerships may expose Panorama to operational risks.

What makes Panorama Education unique

  • Panorama Education focuses on social-emotional learning, a growing priority in education.
  • The platform offers Multi-Tiered Systems of Support tools for student assistance.
  • Panorama's acquisition of Mesa Cloud adds graduation management capabilities to its offerings.

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Benefits

2 weeks a year of office closure

Parental leave

Wellness reimbursements

Option grants

Professional development

Home office reimbursement

Medical, dental & vision

Choose where you work

INACTIVE