Customer Excellence Manager

Job Description:

The Jonas workplace is dynamic and empowering and comprised of motivated self-starters who enjoy the thrill of working in a fast-paced environment. The Customer Excellence Specialist is responsible for turning around struggling or unhappy customers to ensure their long-term satisfaction with our products and services.

JOB RESPONSIBILITIES
Reporting to the Head of Operations, core responsibilities of the position are:
• Collaborating with other departments (sales, support, account management, development and professional services) to identify struggling customers, put together a plan for resolving their issues and follow up to ensure their satisfaction
• Coaching, developing and managing other customer excellence specialists and/or coordinators
• Recommending and providing additional services including system audits and training
• Assisting the Collections department with customer calls when they identify payment issues
• Managing the distribution and follow up for customer survey results including support surveys, professional service surveys, system audit surveys, annual overall surveys
• Working with other teams to optimize the customer experience strategy demonstrating a customer focused mindset at all times

JOB QUALIFICATIONS:
• A proven passion for delighting customers and going above and beyond for them

• Previous user of Club Caddie or Golf Operations experience

• Knowledge of the Jonas product

• Strong experience in accounting-based applications preferably in Club Industry, Service and/or related industries
  • Proven ability to meet deadlines
  • Proven ability to problem solve and teach others
  • Excellent organizational, time management skills
  • Excellent command of the English language (spoken and written)

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.