Senior Customer Solutions Analyst

Overview

About PowerSchoolAt PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem—from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

Team Overview

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. 

Responsibilities

Description

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction while reaching our organizational goals. Your day-to-day job will consist of: 

RDR Projection Generation & Execution

• 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.

Case Support & Issue Resolution

• 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.

Customer Interface & Communication

• 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.

Learning & Continuous Improvement

• 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.

Qualifications

Minimum Qualifications

• 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.
• Preferred Qualifications
• Experience in the education industry

Preferred Qualifications

• 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.

Compensation & Benefits

Compensation & Benefits

PowerSchool offers the following 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

A reasonable estimate of the base compensation range for this position is $42,100 - $76,400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing [email protected].