Family Insight Jobs in Virginia (NOW HIRING)

Somewhere in your career, a client asked for something the platform didn't do out of the box. You didn't say no, and you didn't overpromise. You asked enough questions to find out what they actually needed, built a configuration that solved it, and showed them how to run it themselves. When it worked, it worked because you understood both the system and the person asking.

That's the kind of person we're looking for.

Every school district in America runs on service. Parents need answers, teachers need support, IT teams need systems that work. Most districts cobble that together with disconnected tools, overwhelmed staff, and no real visibility into what's working.

Onflo built the platform that fixes that. Our unified service platform brings together customer service, help desk ticketing, call center operations, AI chat, and IT asset management, purpose-built for K-12 public education. When a district runs on Onflo, their staff spends less time firefighting and more time serving students and families.

You'll be the person who makes the platform do what each district needs it to do.

You'll own client solutioning for our district clients, post-implementation. When a district needs a custom workflow, a chatbot configured, a call center stood up, or a stubborn problem diagnosed, that lands with you. You'll run discovery to figure out what's really needed, build and validate the configuration, and train the district to use it. You'll scope expansion projects with Account Management and write the statements of work that delivery runs on. Small projects, you'll run end to end yourself. Larger ones, you'll scope cleanly and hand off to our Implementation team.

• Solutioning for a book of district accounts: discovery, design, configuration, delivery
• Platform customization: custom forms, workflows, chatbot and call center configuration
• Advanced troubleshooting on escalated district issues
• Scoping and statements of work for expansion projects, in partnership with Account Management
• Training and webinars that leave districts more self-sufficient, not more dependent
• Daily coordination with our India-based Client Care team, with clean written handoffs across time zones

We'll be direct with you, because we think you'll appreciate it.

Onflo is a small, entrepreneurial team. We don't have a perfect playbook for everything. Priorities shift. This role sits between three teams (Account Management, Implementation, and Client Care) and the seams between them are yours to work. Some days that means a superintendent's cabinet in the morning and a webinar for front-office staff in the afternoon. Districts will ask for things the platform shouldn't do, and part of your job is saying so, with a better alternative attached.

The people who do their best work here genuinely like building things and teaching people to use them. They keep commitments without being chased. They push back on unworkable requests instead of quietly absorbing them. They write clearly enough that a colleague nine and a half time zones away can act without a call. And underneath it, they care about public schools and the families they serve.

If you want to advise from a distance and hand the building to someone else, this isn't your role. If you want to own the problem from "what do you need?" through "here's how it works," keep reading.

• 3+ years in a post-sales technical client-facing role in B2B SaaS: technical account management, implementation, professional services, or similar
• Hands-on platform configuration experience you personally performed: workflows, forms, integrations, or comparable
• Experience scoping client projects and writing statements of work or equivalent
• Experience designing and delivering client training, live and virtual
• Able to explain the same solution to a district IT director and a school front-office team, and be understood by both
• K-12 or public-sector experience is a plus, not a requirement; we'll teach you the industry if you bring the fundamentals

Location: This role is based at our Herndon, Virginia headquarters and requires working onsite 3-4 days per week, or as needed, depending on the requirements of the position. Travel requirements up to 20%.

Expected Base Salary: $85,000 - $95,000 / year + Discretionary Bonus. Exact pay is based on experience, skills, market demand, and internal equity.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12 Insight uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/.

The pay range for this role is: 85,000 - 95,000 USD per year (Onflo HQ)