Note: The job is a remote job and is open to candidates in USA. PowerSchool is a global leader in cloud-based K-12 software that supports the education ecosystem. The Senior Customer Solutions Analyst supports the Predictive Enrollment Analytics product by conducting research, generating and validating enrollment projections, resolving escalated customer cases, and supporting customers throughout the product lifecycle. The role also serves as a customer interface, communicates technical concepts clearly, and contributes to process and customer experience improvements.
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
Skills
- 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
- 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
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
Company Overview
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