Client Services Manager

Client Services Manager

MembersFirst is a software-as-a-service (SaaS) company providing websites, mobile apps, and integrated solutions for Private Member Clubs and other member-based organizations, including Golf & Country, Health & Fitness, Yacht, City & Dining, and Alumni Clubs, as well as Community Associations. For over 22 years, MembersFirst has combined award-winning design with a purpose-built content management system, mobile app platform, tee time and reservation tools, and digital services to help clubs engage their members and grow. MembersFirst is part of Jonas Club Software, a division of Jonas Software, and is recognized throughout the industry for its dedicated, personalized client support.

Salary Range for this role is $65,000-$75,000 a year.

The Client Services Manager (CSM) is the primary point of support for a portfolio of club clients, helping them get the most out of their MembersFirst website and mobile app. The CSM provides the training, troubleshooting, and technical support that empowers each client's own staff to confidently manage their site content and mobile app. This is a support and problem-solving role at its core: diagnosing issues, guiding clients to resolution, and escalating what can't be solved directly to the right internal team.

Responsibilities

• Serve as the first point of contact for client support, answering and resolving client email inquiries through our support ticketing solution.
• Answer and troubleshoot client phone calls, providing real-time, white-glove support.
• Troubleshoot website and mobile app issues reported by clients, replicate the problem, identify root cause, and either resolve it directly or determine the correct escalation path.
• Collaborate with fellow CSMs and other internal teams online to troubleshoot complex issues and share solutions.
• Escalate software bugs, defects, and enhancement requests to the development team, providing clear reproduction steps and supporting detail.
• Track escalated issues through to resolution and keep clients informed of status and next steps.
• Coach and train clients on how to use the MembersFirst content management system and mobile app tools so they can manage their own content.
• Write and maintain client-facing product documentation and how-to guides.
• Partner cross-departmentally (Marketing, Development, Sales) on client strategy and to support broader account objectives.
• Keep up to date on all MembersFirst software changes, releases, and enhancements.
• Maintain strong working knowledge of the CMS, mobile app platform, and general web/content publishing best practices in order to support clients effectively.

Qualifications

• Prior experience working in the private club industry (golf & country, health & fitness, yacht, city & dining, or similar member-based organizations) is not required, but is a significant advantage and will be given strong preference over otherwise comparable candidates.
• 2-3 years of previous experience in a customer support, technical support, or client services role; experience in interactive marketing, membership marketing, or the club/hospitality industry is a plus.
• Strong troubleshooting instincts, able to diagnose an issue, determine whether it's user error, a content issue, or a software bug, and route it accordingly.
• Working familiarity with HTML (raw code) is preferred to help diagnose and explain website issues to clients.
• Comfortable using support/ticketing tools such as FreshDesk, JIRA, and contact center software; adapts quickly to new systems.
• Uses rigorous logic and sound judgment to solve problems and find effective solutions.
• Demonstrates composure under pressure and is a settling influence in challenging situations.
• Addresses conflict directly and can settle disputes equitably and in a timely manner.
• Enjoys the challenge of unfamiliar problems, is resourceful in finding solutions, and learns from both successes and failures.
• Prioritizes effectively, quickly senses what will help or hinder a client's goals and focuses time accordingly.
• Excellent written and oral communication skills.
• Knowledge of Google Workspace and Microsoft Office applications.
• This position requires working varying shifts, including some nights, and being on call for some weekends.