Client Success Manager

Client Success Manager

InReach I Jonas Software

Remote USA

Position Summary

The Client Success team is looking to find an experienced service representative to help build and deliver a world class experience to our Clients. The Client Success Manager will also need to be keenly aware of client needs and be responsible for following through with upsell opportunities.

Responsibilities

• Offer support for high touch accounts servicing legal, medical, and other industries and organizations
• Manage tasks tied to the pre-, post-, and sustaining implementation of our InReach platform
• Possess a client-focused mentality to ensure the success of our Client's continuing education programs
• Maintain positive and meaningful relationships with our Clients by demonstrating integrity and building trust
• In collaboration with Management, identify and provide ideas for improvements that are related to increased efficiencies, improved processes, and the overall success of the team
• Document and track all Client interactions in an organized way
• Provide pro-active service with the goal of delivering solutions and root cause analysis prior to Clients identifying upsell opportunities
• Manage Special Projects as necessary
• Maintain extemporary quality standards
• Identify and communicate any threats, obligations and opportunities to the Manager and the Team
• Work collaboratively with product management and engineering teams to enhance and fix bugs in the InReach platform
• Drive revenue growth through organic growth and Back to Base sales
• Perform other duties as assigned by the Manager

Typical Hours Required

This is a 40-hour per week, full-time role. Exact hours worked can be flexible, as long as they allow for the business and client needs to be fulfilled.

Job Qualifications

• High school or equivalent
• Client Success Management experience: 3 years or more
• Data entry: 1 year (preferred)
• Sales experience: 1 year (preferred)
• Experience mentoring client service representatives or peers
• Personal and professional commitment management experience including break and lunch schedule administration
• Experience in a priority setting, being able to effectively prioritize tasks and handle multiple tasks simultaneously
• Excellent organizing abilities, effective and clear written and verbal communication along with highly developed listening skills to clients and colleagues
• Strong client focusorientation and critical thinking skills to resolve complex client concerns/issues on their own, solution-oriented mindset
• Proven ability to maintain patience, composure, and have compassion to de-escalate difficult situations to resolve conflicts by both email and over the phone
• Demonstrated interpersonal savvy, relates well to all kinds of people, able work effectively with client admins and all teams in the company
• Understanding of the importance of informing clients and colleagues of time sensitive information
• Demonstrated ability to apply critical thinking skills to identify and provide ideas for improvements that are related to increased efficiencies, improved process, and the overall success of the Team
• Ability to understand the clients' business objectives and to identify opportunities to expand value through thoughtful recommendations
• Desire to learn and grow, and collaborate with other members of the Team
• Exemplary attendance record
• Must demonstrate strong integrity and trust
• Possesses a drive for exceeding revenue targets and goals
• Intermediate to advanced Microsoft Office skills
• Familiarity with HTML and CSS preferred, but not required

Benefits & Compensation

• $25.00 per hour pay rate
• Remote/work from home setup
• Health benefits
• 401K / Stock opportunities

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.
• 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."
• 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.