Jobs at Finalsite

Provides Tier 1 client support through ticketing, phone, chat, and social media. Troubleshoots issues, educates clients, assists with CMS implementation, documents software bugs, submits enhancement requests, and escalates complex issues to Tier 2 teams. Maintains product knowledge and delivers strong customer service while supporting Finalsite’s website and education technology products.

Provides Tier 1 client support through ticketing, phone, chat, and social media. Troubleshoots website and product issues, creates bug reports and enhancement requests, supports CMS implementation and training, educates clients on product features, and escalates complex issues to Tier 2 teams. Requires strong English communication, customer service skills, CMS familiarity, Zendesk experience, and availability during India business hours.

Owns strategy and roadmap for payment solutions in a payment facilitator environment. Responsibilities include managing the end-to-end payment lifecycle, conducting product discovery, defining requirements and success metrics, partnering with engineering and cross-functional teams, and translating payment-network, regulatory, security, and partner requirements into reliable, compliant capabilities.

Lead the development and operation of Finalsite’s payments reconciliation service. Responsibilities include creating reconciliation procedures, hiring and training a team, reviewing files, managing chargebacks and disputes, reconstructing transaction details, producing ERP-ready correction files, tying settlements, reporting client status, tracking capacity and costs, and identifying automation opportunities. The role requires hands-on accounting or payments reconciliation experience, advanced Excel skills, and team leadership.

Reconcile chargebacks, orders, settlement statements, and accounting correction files for school district clients. Reconstruct line-item details, apply account and GL codes, include taxes, prepare ERP-ready imports, and ensure totals tie exactly. Process related disputes, NSF returns, and delayed transactions; perform checklist-based quality reviews and escalate exceptions to the lead. Maintain process notes, follow written procedures, and support future automation improvements.

Lead Finalsite’s security program, team, roadmap, SOC 2 Type 2 attestation, incident response, vulnerability management, vendor risk, customer security reviews, and secure engineering practices. Partner with the CISO, SRE, engineering, legal, support, and customer-facing teams to manage risk, maintain policies and controls, improve cloud and application security, assess AI-related risks, and communicate security posture to executives, auditors, and customers.

Manage multiple SaaS implementation projects for K-12 schools and districts from kickoff through launch and transition. Responsibilities include developing project plans, managing scope and timelines, identifying risks, coordinating cross-functional teams, leading client meetings and training, documenting requirements, and guiding clients through operational and financial workflows such as billing, payments, reporting, and data integrations.

Owns the day-to-day administration, security, data integrity, automation, integrations, reporting, and user support for Salesforce and connected go-to-market applications. The role manages user lifecycle processes, quote-to-cash workflows, lead routing, data loads, support queues, sandbox testing, release deployments, and vendor coordination. It partners with Revenue Operations and business teams to prioritize improvements, document requirements, troubleshoot issues, and automate recurring manual work.

Drive new customer acquisition and expansion across larger K-12 school districts within a defined territory. Manage the full consultative sales cycle, including prospecting, discovery, demonstrations, solution design, negotiation, closing, forecasting, and CRM pipeline management. Partner with BDRs, Marketing, and internal teams while engaging multiple school leadership, communications, admissions, and technology stakeholders. Identify cross-sell and platform expansion opportunities within existing accounts.

Supports FP&A, forecasting, budgeting, financial modeling, KPI analysis, executive and board reporting, private equity requests, and SaaS performance insights. Partners cross-functionally on pricing, compensation, ROI, hiring plans, and strategic initiatives. Builds dashboards, improves reporting automation and data integrity, and uses AI tools to identify trends, anomalies, and process improvements.

Identify, triage, and remediate vulnerabilities in web applications and proprietary software. Refactor .NET/C# code, implement secure coding standards, conduct code reviews, support secure SDLC practices, and assess SAST, DAST, penetration testing, and bug bounty findings. Monitor emerging threats and OWASP Top 10 updates while supporting compliance with FERPA, COPPA, GDPR, UK GDPR, and other data protection standards. The role is fully remote but requires permanent residency in India and specified IST working hours.

Manage and coach Client Success Managers while overseeing a high-value portfolio of public school clients. Drive client satisfaction, product adoption, renewals, retention, and upsell opportunities. Build stakeholder relationships, resolve escalations, maintain accurate Salesforce and Totango records, manage renewal and growth pipelines, and develop best-practice resources. The role is fully remote within the United States and requires travel as needed.

Manages a portfolio of named K-12 education accounts as a strategic post-sale partner. Responsibilities include driving retention, renewals, product adoption, account growth, supplemental services sales, risk mitigation, client advocacy, and cross-functional issue resolution. The role monitors customer health metrics, maintains accurate records in ChurnZero and Salesforce, supports team initiatives, mentors colleagues, and provides industry expertise and consultative guidance.

Lead ownership of database health, performance, security, and cost optimization across CloudSQL/PostgreSQL, MongoDB, MSSQL, and MySQL. Implement HA/DR, observability, migrations, automation, and compliance controls; mentor teams and participate in on-call rotation.

Lead technical strategy and modernization of a high-scale communications platform. Improve reliability, observability, and operations across Kubernetes and multi-cloud environments. Drive migration planning, IaC adoption, incident response, architecture standards, and cross-functional engineering coordination while maintaining production stability.

Lead infrastructure, reliability, and observability across multi-cloud environments. Improve CI/CD, IaC standards, staging parity, Kubernetes operations, monitoring and SLOs, incident response, and platform modernization while partnering with engineering teams.

Lead architecture and modernization of the Composer CMS platform, decoupling legacy dependencies while maintaining stability. Improve scalability, reliability, observability, and operational resilience for containerized, distributed production systems. Establish engineering standards, mentor engineers, run architecture reviews, and support cross-functional technical decisions using AI-assisted development tools.