Senior Customer Solutions Analyst
About The Position
PowerSchool’s Predictive Enrollment Analytics product helps K-12 school districts across the United States predict their future enrollment numbers to support budgeting and other central office processes at the district. The Support Engineer, Services supports the Predictive Enrollment Analytics product by executing key technical processes, delivering accurate outputs, and providing responsive case support. This role serves as a critical interface between customers and internal teams, ensuring a smooth and high-quality experience. This role will be responsible for supporting customers during the entire Predictive Enrollment Analytics product lifecycle, which includes district implementation, residential development research, and projection generation. The role will also assist in the resolution of escalated customer support cases. Success in this role requires strong communication skills, attention to detail, and the ability to quickly learn new systems and processes.
Requirements
- 2 to 4 years of relevant and related work experience.
- Associate's degree or equivalent, or equivalent years of relevant work experience.
- Travel occasionally, up to 0-5%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
- This position is subject to company on-call policies which constitutes working hours outside of the normal workday as needed.
- Strong written and verbal communication skills.
- Strong analytical skills with the ability to interpret and contextualize historical and predictive data and communicate insights effectively.
- Enthusiastic and fast learner with the ability to adapt in a dynamic environment.
- Detail-oriented with strong problem-solving abilities.
- Customer-focused mindset with a commitment to high-quality support.
- Experience working with data analysis, forecasting, planning, research, or similar analytical processes.
Nice To Haves
- Experience in the education industry
- Experience in the education industry, demography, urban planning, population studies, or related analytical fields.
- Experience with GIS, ArcGIS, Excel, or similar data analysis and mapping tools.
Responsibilities
- Conduct residential development and demographic research through partnership with local jurisdictions, third-party data providers, and online resources.
- Generate and validate enrollment projections, ensuring accuracy and timely delivery.
- Review data inputs and outputs to confirm consistency and identify discrepancies.
- Troubleshoot issues related to projection generation and resolve in collaboration with internal teams.
- Maintain documentation and knowledge of projection processes and requirements.
- Investigate and resolve escalated support cases.
- Partner with cross-functional teams to address more complex or escalated issues.
- Track and document case progress to maintain visibility and accountability.
- Serve as a primary point of contact for new customers, providing clear and professional communication.
- Support new customer implementations, annual projection updates, and customer escalations.
- Translate technical concepts into understandable language for non-technical audiences.
- Explain projection assumptions, outputs, and variances to customers and internal stakeholders.
- Communicate updates, timelines, and resolutions with clarity and transparency.
- Build trust by delivering a responsive and positive support experience.
- Quickly learn new tools, systems, and processes to support evolving team needs.
- Apply feedback and insights to improve workflows and support delivery.
- Contribute to team knowledge sharing and documentation.
- Identify opportunities to improve customer experience, automate manual processes, and increase operational efficiency.
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 (known as 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
