Client Success Manager

Jonas Software; United States; Remote; USD 29,000 - 40,000; Full time

Benefits offered by this job

Remote/work from home setup

Health benefits

401K / Stock opportunities

Job summary

Jonas Software is seeking a Client Success Manager for InReach, a remote role across the USA and Canada. You will deliver world-class client experiences, manage implementation lifecycles, and proactively identify upsell opportunities to drive revenue.

Strong communication, prioritization, and problem-solving are essential. The position is full-time, offering 40 hours weekly with flexible hours to meet client needs.

Qualifications

• 3+ years of client success management experience.
• Experience mentoring client service representatives or peers.
• Experience in prioritizing tasks and handling multiple tasks simultaneously.
• Excellent written and verbal communication, active listening.
• Strong client focus and problem-solving abilities.
• Ability to de-escalate difficult situations with clients both email and phone.

Responsibilities

• Offer support for high touch accounts across various industries.
• Manage tasks tied to pre-, post-, and sustaining implementation of InReach.
• Maintain client relationships and drive client success and education programs.
• Identify improvements to increase efficiencies and team success.
• Document and track client interactions in an organized way.
• Provide proactive service to uncover upsell opportunities and root cause analysis.
• Collaborate with product management and engineering to fix bugs and enhance platform.
• Drive revenue growth through organic growth and back-to-base sales.

Skills

Client Success Management

Sales experience

Data entry

Prioritization

Communication skills

Problem solving

HTML/CSS familiarity

Microsoft Office

Education

High school or equivalent

Tools

MS Office

Job description

Client Success Manager InReach I Jonas Software Remote USA or Canada

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.

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.

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

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 focus orientation 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#LI-VL1
• Scheduled Weekly Hours: 40
• Number of Openings Available: 1
• Worker Type: Regular

Business Unit

InReach

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 Softwareis part of a CSI group of companies.

Jonas Software is an Equal Opportunity Employer.