Hypercare Program Lead

Perseus Group; Markham; In loco; CAD 85.000 - 100.000; Tempo pieno

Descrizione del lavoro

Jonas Software is seeking a Hypercare Program Lead to own the end-to-end post-migration experience, defining good outcomes and instrumenting the program for measurable success.

You will lead cross-functional responses with CloudOps, Migration, Product, and Sales, ensuring clients transition to stable, productive operations after go-live.

Competenze

• 3+ years in client-facing operations, technical program management, customer success, or implementation leadership.
• 3+ years in a role with direct accountability for client outcomes during a high-stakes period.
• Experience leading cross-functional response programs, incident management, escalation management, customer success ops, or similar.
• Strong written and verbal communication skills with sensitive client conversations.

Mansioni

• Own the Hypercare framework end-to-end: entry criteria, duration, escalation paths, exit criteria, SLAs, and success metrics.
• Own the client experience from go-live to Hypercare exit, ensuring a clear plan and point of contact.
• Serve as senior client-facing escalation point, translating technical issues into client-friendly language.
• Build durable relationships with key client stakeholders.
• Run the Weekly Hypercare Pattern Analysis and drive insights into migration playbook and Runbook updates.
• Measure whether issues are decreasing over time and report on it.
• Orchestrate cross-functional Hypercare response across multiple teams to remove friction at handoffs.
• Partner with Sales to reduce direct client escalations to reps.
• Build and own the executive Hypercare dashboard and be the source of truth on client post-migration.

Conoscenze

Client-facing ops

Program mgmt

Escalation mgmt

Cross-functional collab

Communication skills

Strumenti

Salesforce ticketing

Jira Change Mgmt

Descrizione del lavoro

Job Description: The COMPANY Jonas Club Software is an industry-leading club-first management platform built exclusively for private and member-driven clubs, designed to be the single source of club truth. Used by thousands of clubs across five continents for more than 35 years, Jonas Club combines hospitality-grade performance with a global team of more than 6,000 professionals focused on service, security, and continuous improvement. Engineered for hospitality operations and compliant with SOC 2 and PCI requirements, the platform supports extensibility through APIs and partner integrations and brings reservations, point-of-sale, food and beverage, billing and finance, events, member services, and reporting into one secure, contextual activity timeline that enables seamless interactions between members, staff, and the broader club community.

POSITION The Hypercare Program Lead is a newly created, strategic role at the heart of our hosting transformation. As we scale our initiative to migrate clients to our hosting facility and prepare for the JCM rewrite launch later this year, the experience clients have immediately after migration has become the single biggest driver of long-term confidence in our hosting platform. Hypercare is the bridge between "the migration is done" and "the client is genuinely successful." Today, that bridge is held together by goodwill, late nights, and individual heroics. This role exists to change that, to turn Hypercare into a deliberate, measurable, repeatable program that resolves the client, not just the ticket. This is a role for someone who is equal parts operator, coach, escalation manager, and pattern-spotter, someone who can stay calm under client pressure while also stepping back to ask, "Why does this keep happening, and how do we kill it at the root?" It's a high-visibility role. You will work directly with the VP of IT & Security, partner closely with CloudOps, CloudAps, Migration, PS, Product, and Sales, and present regularly to the cross-functional Hosting Committee.

Salary Range for this role will between $60,000 - $70,000

The Hypercare Program Lead will own the end-to-end Hypercare experience: defining what "good" looks like, instrumenting it, leading the cross-functional response when clients hit friction, and feeding insights back into our Migration Runbook, and Product practices so issues don't recur. It's a role for someone who is equal parts operator, coach, escalation manager, and pattern-spotter, someone who can stay calm under client pressure while also stepping back to ask, "Why does this keep happening, and how do we kill it at the root?" It's a high-visibility role. You will work directly with the VP of IT & Security, partner closely with CloudOps, CloudAps, Migration, PS, Product, and Sales, and present regularly to the cross-functional Hosting Committee.

JOB RESPONSIBILITIES

• Own the Hypercare framework end-to-end: entry criteria, duration, escalation paths, exit criteria, SLAs (response, resolution, communication cadence), and success metrics, and evolve it as the program matures.
• Own the client experience from go-live to Hypercare exit, ensuring every client has a clear point of contact, a clear plan, and a clear off-ramp.
• Serve as the senior client-facing escalation point, leading sensitive conversations with calm and clarity, and translating technical issues into language clients trust.
• Build durable relationships with key client stakeholders (Controllers, GMs, Directors of Operations) so concerns surface early.
• Run the Weekly Hypercare Pattern Analysis: synthesizing tickets, escalations, and feedback into recurring themes, and drive those insights into: Migration playbook updates (with the Migration Specialist Lead) Runbook updates (with CloudAps Leads) Client-facing documentation (owned by this role) Product / Engineering escalations (with Product Owners and Engineering Leads)
• Measure whether issues are decreasing over time, not just being closed and report on it.
• Orchestrate cross-functional Hypercare response across CloudOps, CloudAps, Migration, PS, DevOps, Support, and Product, removing friction at handoffs so no client falls through the seams.
• Partner with Sales to eliminate direct client escalations to reps, restoring sales' focus on selling.
• Build and own the executive Hypercare dashboard, health, recurring issues, time-to-resolution, client sentiment — and be the company's source of truth on how clients are actually doing post-migration.

JOB QUALIFICATIONS

• Required Experience 3+ years in client-facing operations, technical program management, customer success, or implementation leadership, ideally in B2B SaaS, hosting, or enterprise software.
• 3+ years in a role with direct accountability for client outcomes during a high-stakes period (post-migration, post-launch, post-acquisition, etc.).
• Demonstrated experience leading cross-functional response programs, incident management, escalation management, customer success ops, or similar.
• Strong written and verbal communication skills, with proven ability to handle sensitive client conversations.
• Strongly Preferred Direct experience with JCM, Encore, or comparable club / hospitality / property management software, or experience in regulated industries with similar implementation complexity.
• Familiarity with Salesforce ticketing, Jira Change Management, or comparable ITSM/CRM tooling.
• Experience designing and running a Hypercare or post-launch stabilization program at scale.
• Background that includes time on a Migration, Implementation, or Professional Services team, so you understand the upstream realities of what creates Hypercare load.

The Intangibles That Matter Most

• Calm under pressure. Clients escalations when they are frustrated. You need to be the person whose presence lowers the temperature, not raises it.
• Pattern recognition. You can sit through ten escalations and walk out with three insights about the system, not just three task lists.
• Bias to root cause. You are not satisfied with closing tickets. You want the next ten clients to never hit the same issue.
• Diplomacy with backbone. You can hold the line with internal teams when something needs to change, while keeping relationships intact.
• Operator's mindset. You are as comfortable running a Monday standup as you are presenting to a steering committee.
• Genuine care for clients. This role does not work without it. The clients can tell.

Business Information

Business Unit: Private Club Network

Scheduled Weekly Hours: 37.5

Number of Openings Available: 1

Worker Type: Regular

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. At Jonas we have long realized that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world class service to our valued clients. This allows Jonas Software to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy “to be the best, you have to beat the best”; well at Jonas Software we have tweaked that slightly to fit vertical market software. We believe to be the best you have to hire and retain the best!!!

Jonas Software is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at [e-mail] or 905-470-4600. Jonas Software and its subsidiaries will never request payment, banking information, or sensitive personal documents from candidates at any stage of the application or interview process. Any such requests should be treated as fraudulent. If you receive suspicious communication claiming to represent Jonas Software or one of our subsidiaries, please contact us at [e-mail]. Jonas Software is part of a CSI group of companies.