OTHER JOB TITLES: Strategic Technology Leader, Chief Digital Officer, Chief Technology Officer (CTO), Chief Information Officer (CIO), Service Management Director, Customer Success Director, User Services Director

ABOUT US

MSB Consulting is an educational consulting firm that works directly with the Special Education community. We help our clients maximize their reimbursements from the Medicaid to Schools program, providing much-needed funding back to the school districts that we serve. We are able to accomplish this by always looking to Our Purpose: to collaboratively pursue excellence in Medicaid with school districts in a way that builds compliance, accuracy, and maximization and yields client loyalty. Our vision is to expand beyond Medicaid by continually increasing transparency, trust and collaboration between school district administrators, staff, students and parents while decreasing friction through documentation.

We focus exclusively on meeting the needs of school districts, implementing new technologies and processes with a commitment to excellence in quality and compliance in order to fulfill our purpose. We pride ourselves on going above and beyond the call of duty, not just existing as another billing vendor. MSB is not a one-size-fits-all company; we are versatile and fully customizable to fit each individual district’s needs. Rather than providing districts with only a single person as a resource, our entire company is available as a support system, with each and every member dedicated to our purpose and our guiding principles. We center ourselves on building lasting and meaningful relationships that create a family dynamic for both our clients and our employees. Rooted in community, trust, and transparency, MSB is held to the highest standard to empower and lead our clients and ourselves in a way that is always driven by one singular purpose - to simplify districts' Medicaid experience so they can impact students

OUR GUIDING PRINCIPLES 

At MSB, we have a greater sense of direction to help us achieve Our Purpose thanks to our Guiding Principles. Our Guiding Principles outline how a member of the MSB Family should engage with our clients and each other. At the end of the day, our Guiding Principles define the type of person we want to work with and ultimately who we aspire to be. We recommend visiting our Guiding Principles page at http://msbconnect.com/Story/#GuidingPrinciples to learn more.

Overcome Fear

Choose a Positive Mindset

Aspire to Lead

Communicate with Integrity

Learn with Humility

Delight Clients

Celebrate Innovation

Leverage Change

Serve People

Establish Trust

Pursue Profit

POSITION OVERVIEW

MSB is seeking a product champion to advocate for our software, increase user engagement, and drive revenue through software utilization. The champion will ensure that our documentation software meets user needs and adds value to the business. They will inspire others to recognize its value and act as a trusted advisor to guide customers effectively. The role requires a growth mindset, a passion for the product, and perseverance in driving its success. This role involves leading a client-facing team, enhancing client satisfaction, and driving business growth through software utilization. We see this position as being key to MSB stepping into its vision to expand beyond Medicaid by continually increasing transparency, trust and collaboration between school district administrators, staff, students and parents while decreasing friction through the utilization of our documentation software, X Logs. 

REPORTS TO / MENTORS / OVERSEES: 

Reporting directly to the Chief Strategy Officer, the Director of User Services will be accountable for overseeing the complete User Services department, encompassing implementation, account management, expansion, and renewals.

• Client Care Agents (Call Center)
• Software Consultants (field agents)

Compensation :

• $90,000-$115,000 (base salary)

Travel Requirements : 20% travel requirement within the state of Texas with occasional overnights. 

Additional Benefits : (Estimated Value: $20,000 annually)

• MSB Consulting pays 100% of medical, dental, and vision premiums for employee-only coverage 
• EBITDA Bonus Pool
• 13 paid holidays per year 
• Unlimited Paid Time Off
• Life insurance
• 401K retirement plan with employer matching
• Free Amazon Prime membership
• Apple hardware

LEADERSHIP

• Inspirational: An individual capable of providing motivation and fostering confidence among our team and customers.
• Represent the company's user experience design capabilities to external stakeholders, including clients and partners.
• Proven track record of using data analytics and insights to drive team performance through results-oriented accountability.
• Advocate for customers and continually aim to deliver the product's value internally and externally.
• Responsible for aligning with company objectives pertaining to software utilization and documentation, customer retention, personal deliverables for User Services team members, and cultivating a culture of accountability within the department to ensure high execution fidelity.
• Experience operating in a high-paced work environment and possess the ability to swiftly make decisions and implement ideas. While we acknowledge the importance of change management, our objective is to execute projects and initiatives on a timeline of days and weeks, rather than months and quarters, to drive progress both internally and externally.

TECHNICAL SKILLS

• Stay current with industry trends and best practices in user experience design, end-user support, management, technologies, sourcing, compliance, policies, and procedures, and drive continuous improvement and innovation through team leadership.
• Build, manage, and lead a world-class Client Care Service Desk Team.
• Embody a product champion who can drive client-facing service operations and increase the use of our software.

RESEARCH

• Use measurement, analysis, and reporting to evaluate customer usage and health. Continuously improve and drive team performance based on this data.
• Data-driven and operationally minded: able to approach problems analytically based on data and people dynamics. Able to instrument, analyze, create, and critique processes.
• Develop, manage, measure, and report on key metrics and KPIs, including user satisfaction, average response time, mean time to repair, incident avoidance, call deflection, and end-user productivity to measure the success of user experience initiatives.

STRATEGIC PLANNING & IMPLEMENTATION

• Develop and execute a software engagement, training, and volume of documentation strategy for end users that aligns with the company's vision, mission, and goals.
• Develop strategic operational plans to deliver feature releases to the market and provide just-in-time data to users for new features and bug fixes.
• Monitor teams for continuous service and process improvement.
• Drive service desk efficiencies, Information Technology Infrastructure Library (ITIL), and continual process improvement across the IT organization.
• Perform trend analyses and develop action plans for improving productivity, service responsiveness, and cost efficiencies.
• Form software user groups to gain valuable insights into the client's perspective.
• Enhance our User Services account management strategy to establish and maintain robust relationships with our entire customer base. 

DESIGN

• Ensure "How-to's" and FAQs are documented and organized in a knowledge repository for user reference and aligned with current software development timelines.
• Promote self-service tools, automation, catalog of services, and the knowledge repository as mechanisms to improve service levels, end-user satisfaction, and productivity.

QUALIFICATIONS

• Bachelor's Degree in Computer Science/Computer Engineering, Science, or Business Administration.
• 10 years of leadership experience within IT Operations; at least five years as a Director.
• 5 years experience in leading customer-facing organizations, ideally in enterprise software and SaaS.
• Relevant technical and process certifications preferred (ITIL, UX).
• Experience in project planning, implementation, and management.
• Experience supporting multi-OS platforms (Windows, MAC, Mobile), physical devices, and VDIs.

KNOWLEDGE AND SKILLS

• An enthusiastic and creative leader with the ability to inspire others.
• Strong empathy for customers AND passion for revenue and growth through software utilization.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Analytical and process-oriented operational mindset
• Exceptional leadership skills, including supervising, leading, coaching, motivating, and working with others to achieve desired results.
• Must be able to perform complex tasks, handle multiple priorities, and perform exceptionally under high-stress conditions. 
• Strong customer service mindset and knows the meaning of service excellence.
• Demonstrated ability to manage multiple/disparate projects at the same time.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills to interact effectively with all levels of the organization and external stakeholders.

Interested in joining our team? We are interested in learning more about you. Apply now!

MSB Consulting is an Equal Opportunity Employer committed to providing a diverse environment. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status. If you require reasonable accommodation during the application process, please contact us at careers@msbconnect.com.