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A Client Success Manager is your Finalsite advocate.

Here to support you, help you, and guide you throughout the entirety of your partnership with Finalsite.

Not sure where to start?

Our business has been for and about schools since the beginning, which is why 95% of clients stay with us year over year.

Discover all that Finalsite has to offer.

Schools love how Finalsite finds what makes them unique and translates that into an authentic digital experience.

Improve School-to-Home Communications with Password-protected Portals.

Portals provide a safe and secure place for your community to access information that's just for them on every device.

Sarah Gordon, Assistant Director of Communications
Choate Rosemary Hall

A best-of-breed approach to give you the "all in one" solution you need.

We focus on the critical function of marketing and communication, while leveraging relationships and integrations with 70+ partners to provide a more seamless experience between the school and your constituents.

A team of 200, Finalsite has been serving schools worldwide for 20 years.

Our business has been for and about schools since the beginning, which is why 95% of clients stay with us year over year.

Save Time and Enhance Data Integrity

Our secure integrations with popular SIS providers mean you can replace timely manual data uploads with our automatic transfers for a seamless solution.

Sarah Gordon, Assistant Director of Communications
Choate Rosemary Hall

Frequently Asked Questions

Welcome to Finalsite!

Explore these answers to our most frequently asked questions. Still can't find an answer? Contact your Client Success Manager for more information!

Contact My Client Success Manager

General questions

Who do I talk to about our Finalsite contract?

Each school, district, higher ed institution, or organization working with Finalsite is assigned a Client Success Manager. This person is familiar with your contract and will be happy to help! 

Please use this form and they will contact you as soon as possible.

How do I know who my Client Success Manager is?

Client Success Managers work with schools based on their location, industry and student body size...and we love doing it! You can complete this form and your CSM will reach out promptly.

If you recently joined the Finalsite family and are still building your new website, you'll be working more closely with your Project Manager prior to more frequent meetings with your Client Success Manager every year. Your PM sends weekly status reports with your CSM copied so you can always Reply All to your most recent update!

Should I ask Support or Client Success?

You have access to one CSM...and many of our amazing Support team members! Client Success knows a little bit about a lot of things, and Support has many experts that specialist in design, data, development and more.

Your Client Success Manager is your Finalsite advocate and will connect with you at least every few months, by phone or face-to-face when they can. Get in touch with your CSM when you don’t know where to start, or when you have questions about new Finalsite features, your contract, or starting a new redesign or digital marketing campaign project.

There are many members of our Support team worldwide, and you can reach them via ticket 24/7. The Support portal is also accessed in Composer under the chat bubble icon. Phone access is based on Support plan. The team can help with technical and how-to questions and will respond to your crises, concerns and questions as quickly as possible.

My site is not on Composer. Do I need to upgrade?

Composer is the leading content management system for school websites. Built with simplicity and schools in mind, Finalsite's Composer empowers everyone in your community to create beautiful, professional looking pages. Composer provides the simplicity and security website managers require, without sacrificing design quality, functionality or performance.

Composer was released in 2015 and is the platform that Finalsite is consistently releasing new features and updates for, including the most recent software, features, and options for accessibility and GDPR compliance. 

Your Client Success Manager can help you determine the best software platform for your website and let you know about any changes or timelines that may be affecting your current platform, whether it's Page Manager, Fluency or InfoServe!

HELP! I don't know where to start!

That’s okay! Just complete this form and our Client Success Team  will be happy to help directly, or point you in the right direction.

New Finalsite admins

I'm new! What do I need to know?

Welcome!! If you are new to a district, school, higher ed institution, or other organization that already has a Finalsite website, you are in the right place! We are excited to work with you and hope that our New Site Admin tips help get you started. You can also reach out to your Client Success Manager and he or she will be happy to help.

NOTE: If your school has just signed with Finalsite for the first time, you'll be working with our Deployment team initially. Just reach out and we'll be sure to connect you with the right person.

In addition to all of the Resources and Product information in this portal, here are some of the basics we find to be important for new site admins to be aware of!

Webinars Knowledge Base Finalsite Blog Local Events

How do I get access to our site?

Ask a senior administrator (such as Principal, CFO, Head of School, etc.) to email your Client Success Manager to authorize your access. Then, your CSM or our Support team will create your admin account on your website and send you the default welcome email.

We’ll also make sure you have access to submit Support tickets and receive alerts from our status page for up-to-the-minute updates on any changes to your site's uptime.

We recommend setting up a quick introductory call to meet your Client Success Manager!

ADDITIONAL RESOURCES

How do I submit tickets?

For websites running Composer, Page Manager or Fluency, visit the Finalsite Support Portal.

Once you are logged into the admin side of your website, any links to the Support portal will automatically log you in and provide access to past requests. The Support menu may be found in the top navigation of the Site Administration side of Composer or Page Manager, or the left-hand Composer menu under the chat bubble icon.

If for any reason you cannot log into the support portal you can e-mail support. Please be sure to include as much information as possible so that we can provide assistance. Also, please be in touch with your site's webmaster who may reach out to have your Support portal access enabled.

For websites running InfoServe, you should continue to submit tickets to Magic Hour Support via email or the MHC Online Help Portal

How do I learn Finalsite's software?

We have a lot of different options!

  1. Free live webinars rotating on a two-week schedule with our Support team. Every other rotation the time changes to reach different time zones.
  2. Online or on-site training specific to your team with one of our software trainers. There are costs associated for hours of live online web help or days of on-site training visits.
  3. Live training events around the world throughout the year, or at Finalsite HQ!

Your Client Success Manager can help you pinpoint the best fit for you.

What my site is capable of?

We are happy to provide a free Website Audit, focusing on design and search performance, or Software Audit, focusing on your website’s module functionality! Reach out to your Client Success Manager to request time for one or both audits.

Training

How can I learn Finalsite software?

We have a lot of different options!

  1. Free live webinars rotating on a two-week schedule with our Support team. Every other rotation the time changes to reach different time zones.
  2. Online or on-site training specific to your team with one of our software trainers. There are costs associated for hours of live online web help or days of on-site training visits.
  3. Live training events around the world throughout the year, or at Finalsite HQ!

Your Client Success Manager can help you pinpoint the best fit for you.

What training events do you hold?

Our Support team offers many opportunities to get trained in the Finalsite Platform and its modules at our headquarters in Glastonbury, CT, or regionally across the country.

Training events provide a one-of-a-kind opportunity to get hands-on training and experience to simplify your day-to-day website tasks. Whether you're new to the Finalsite platform, looking to refresh your skills, or need one-on-one assistance in modules you use every day, our training events are the perfect opportunity to stay on top of the Finalsite platform.

Each training event includes:

  • Training from Finalsite Platform experts
  • Answers to specific questions for your school's website
  • One-on-one time with Finalsite Support and Client Success team members

Finalsite Prep in CT Regional Training Events

Can a trainer to come to our campus?

Of course! We have a great partnership with Educational Collaborators around the country who are ready to come train your team on any Finalsite module.

There are daily costs and travel costs associated with bringing a trainer to your campus. Contact your Client Success Manager and we can share more about these experienced trainers and any details you need.

Design changes and website redesigns

How often do schools redesign their sites?

It can vary due to local market pressures, rebranding, admission goals etc. but on average our clients look at redesign every three to five years.

Find other redesign best practices in our blog:

What can I expect? How much should it cost? How do I convince my team? More

Who do I work with on a website redesign?

While you are building a new website, or performing a redesign, you will be assigned to a Deployment Team, which consists of a Project Manager, Designer, and Developer. Your Project Manager will be your primary point of contact for all questions regarding the design and construction of your website. 

Once your site has completed warranty and/or launched, you will then work with the Support Team to request assistance or report any trouble you are having with the site. Alongside Support, your Client Success Manager is always available to you. Your CSM is your guide and expert on all things relating to Finalsite and your website. 

If your site is currently in deployment, please visit the Deployment Portal for additional information and assistance. 

Can I make a few changes to our current site design?

Of course! If you're looking for ideas, be sure to check out our examples library, sign up for our design-specific webinars or download helpful Web Design resources like the Website Redesign Playbook.

Whether you have a small project for our work order team or are ready for a full website redesign, reach out to your Client Success Manager to talk about the pricing and next steps!

Software

What is Composer? Do I have it?

Composer is the leading content management system for school websites. Built with simplicity and schools in mind, Finalsite's Composer empowers everyone in your community to create beautiful, professional looking pages. Composer provides the simplicity and security website managers require, without sacrificing design quality, functionality or performance.

Composer was released in 2015 and is the platform that Finalsite is consistently releasing new features and updates for, including the most recent software, features, and options for accessibility and GDPR compliance. 

Your Client Success Manager can help you determine the best software platform for your website and let you know about any changes or timelines that may be affecting your current platform, whether it's Page Manager, Fluency or InfoServe!

How to check your CMS:
screenshot of the upper left corner of the Composer editing environment: Finalsite logo, Composer quill icon.

Sites running Composer will see the Composer quill icon within the tools dock on the left-hand side, if logged in as a website editor. If an admin logs in and sees the Site Administration dashboard, there will be a tab for Composer in the top navigation.

Screenshot of the Site Administrator dashboard for Finalsite Page Manager content management system

Sites currently running only Page Manager will observe a black header bar with the Finalsite logo on their post-login Site Administration dashboard. Tabs in the top navigation will include Published, Unpublished and Page Manager, but Composer will be absent.

Blue rectangular logo on gray field, %22Powered by Magic Hour%22

Sites running InfoServe will observe a small "Powered by Magic Hour" logo in the lower right corner of their website footer at all times. 

Admin login screen for Fluency CMS, with username and passwords fields on a dark gray background

Sites running Fluency will use this log-in screen to access the admin side of their website. 

What software is included in our contract?

Each school, district, higher ed institution, or organization working with Finalsite is assigned a Client Success Manager. This person is familiar with your contract and will be happy to help! 

Please use this form and they will contact you as soon as possible.

How can I tell what modules we are using?

We are happy to provide a free Website Audit, focusing on design and search performance, or Software Audit, focusing on your website’s module functionality! Reach out to your Client Success Manager to request time for one or both audits.

Do you have software for ______?

If in doubt, ask! Finalsite continues to build software and solutions focused on the needs of the education industry. If Finalsite doesn't have software for your needs, then one of our preferred partners may.

Both Client Success and Support may help with these questions, and new features are announced in our Software Release Notes every other week.

Bonus questions!

Do you host events in my area?

Absolutely! The Finalsite team hosts events all over the globe to share best practices, provide helpful training, and hear from experts from schools of all kinds.

Web Strategy Workshops are free events hosted by your Finalsite Client Success Manager, focusing on current web trends and allowing for local networking.

Social Media Workshops are one-day events focused on answering your biggest questions around Facebook, Instagram, Twitter, Snapchat and more. We'll help you come up with a social media plan and strategy that works for your school.

Regional Training Events happen throughout the year, and are hosted by local schools. In just one day we'll cover the most important modules and Composer best practices to simplify your website admin tasks.

And Finalsite University moves every year!

If you'd like to host an event with us, let your Client Success Manager know. It's great to have a local expert and we know you're excited to show off your campus!

What is Finalsite University?

Finalsite University is our annual user conference, held right at the end of the school year in locations such as rural Connecticut, downtown Baltimore, a DC-area resort and even London!

Our selective, hand-picked lineup of speakers include Finalsite experts, forward-thinking schools, and other industry thought leaders —bringing you the perfect mix of sessions that cover everything from social media marketing and data flow to blogging best practices and flipped classrooms.

Next year's #FinalsiteU is being planned as we speak! 

#FinalsiteU London 2018 #FinalsiteU 2019—build your case!

Can I share this great thing my school is doing?

YES! We love hearing about the amazing things our schools do every day. The Finalsite team loves featuring schools in our blog, webinars podcasts, and all over our website. Tell us what you're up to!

Do you consult with schools beyond websites?

Yes! Whether you want to re-brand but don’t know where to start, are considering a website redesign but don’t have the time/skills to implement alone, need personalized help to develop your strategic marketing plan, or you're a small school with no real marketing staff in place and need help with planning and strategy, Finalsite Advantage's experienced consultants can help.

Meet Tracy, the school marketing expert behind Finalsite Advantage, and let your Client Success Manager know if you'd like a one-on-one conversation!

Not the questions you're looking for?

Connect with your Client Success Manager today to schedule an in-person meeting, video chat or quick call to discuss your questions and goals. We're always excited to hear from you!