Customer Service Manager / Admin Manager
AutoMarket
Solution Owner, Customer Support IT Applications
PowerSchool
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $105,900 - $141,600 per year
Job Level
Mid-LevelSenior
About the role
- Act as the primary IT liaison for Customer Support, identifying and shaping new business initiatives
- Facilitate discovery sessions to uncover challenges, user needs, and define success metrics for new support programs or service strategies
- Develop vision statements aligning technology solutions with support goals and service excellence
- Collaborate with Technical Architects to explore solution options, define system architecture, and validate approaches with prototypes or proof-of-concepts
- Maintain solution ownership from requirements through validation, user testing, and go-live/change management
- Oversee project implementation and partner with project managers, QA, Admins, Developers, Architects, and Customer Support champions
- Represent the voice of Customer Support within IT, champion stakeholder alignment and change advocacy
- Recommend adoption of new PowerSchool support tools vs. enhancing existing platforms and define metrics for solution success
Requirements
- Minimum 3 years in IT business analysis, solution management, or product ownership supporting Customer Support or CRM applications (PowerSchool experience strongly preferred)
- Demonstrated ability to turn complex support challenges into effective technology solutions
- Familiarity with PowerSchool and related support system architectures
- Experience collaborating with cross-functional technical and support teams
- Excellent communication, stakeholder management, and change leadership skills
- Salesforce Admin certification proffered
- Agentforce certification proffered
Benefits
- Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
- Flexible Spending Accounts and Health Savings Accounts
- Short-Term Disability and Long-Term Disability
- Comprehensive 401(k) plan
- Generous Parental Leave
- Unrestricted paid time off (Discretionary Time Off - DTO)
- Wellness Program, including ClassPass & Employee Assistance Program
- Tuition Reimbursement
- Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT business analysissolution managementproduct ownershipsystem architectureuser testingchange managementproject implementationtechnology solutionssupport programsservice strategies
Soft skills
communicationstakeholder managementchange leadershipcollaborationproblem-solvingadvocacyvision developmentuser needs identificationsuccess metrics definitionchampioning
Certifications
Salesforce AdminAgentforce
