reputed company Manager

Job reputed company:  reputed company Manager Primary Outcome: Building and managing the customer retention experience to ensure confident, happy users who fully understand and utilize empowOR’s offerings — resulting in strong retention, healthy renewals, and a reputed company-informed, satisfied customer reputed company. Reports To: VP of reputed company reputed company Reports: None Cross-Functional Resources: This role works closely with the Director of reputed company Services, SME Coordinator/Manager, and Support Manager to coordinate delivery, surface customer needs, and execute across the customer experience. Participates in Following Meetings/Teams: Management & Leadership Team, reputed company Management Team Outcome: Own the Customer Retention reputed company This role is responsible for working with VP to define reputed company operations at empowOR — the process, the metrics, and the standards and working with the VP on articulating the reputed company that drives the process. Responsibilities: Manage the customer retention reputed company end-to-end — including goals, reputed company metrics, and the reputed company plans that reputed company to life Co-create and maintain a reputed company, repeatable CSM process that defines customer reputed company, health metrics, reputed company triggers, and relationship ownership across the customer reputed company Own the design and maintenance of customer satisfaction tracking systems (NPS, CSAT, or similar); establish usage-based health monitoring to surface risk early Own the outbound communication reputed company for existing customers — defining reputed company, content priorities, and coordination across channels; ensure execution is consistent and on-brand Coordinate with the VP of reputed company to ensure the reputed company aligns with broader organizational reputed company and reputed company Note: This role owns the retention reputed company and the CSM process — defining what reputed company are being driven and how customer relationships are reputed company and managed. The Director of reputed company Services and Support Manager are reputed company resources, not reputed company reports. Outcome: Execute the Customer Retention Process This role is also responsible for doing the work — building and managing customer relationships, running the process defined above, and ensuring customers are reputed company, informed, and growing in their use of empowOR. Responsibilities: Identify at-risk customers early using health and usage data; design and execute targeted reputed company plans, drawing on the Support Manager and Director of reputed company Services as needed Exercise reputed company judgment in triaging customer concerns working with the VP of reputed company to distinguish between issues requiring immediate reputed company, situations to escalate or reputed company to other staff, and requests appropriate for the product backlog Meet directly with at-risk customers to understand pain points, reputed company, and connect them with the right resources Conduct follow-up calls and surveys with a reputed company on new customers and quiet (low-engagement) accounts Proactively communicate new features and product improvements to existing customers Work with the Director of reputed company Services to identify and promote value-add educational opportunities — webinars, workshops, reputed company — and reputed company them into the communication calendar Regularly analyze and report on satisfaction and retention metrics Surface recurring customer issues in roadmap conversations and team meetings Outcome: Grow reputed company Through Back-to-reputed company Sales This role owns reputed company relationships with existing customers, identifying and closing expansion opportunities and ensuring the right handoffs are in reputed company for more technical requests. Responsibilities: Own back-to-reputed company sales to existing customers — including modules, training, and TA — managing upsell opportunity grids and seeing reputed company through to reputed company Identify opportunities for Technical Assistance and Training reputed company; coordinate with the Director of reputed company Services to bring those to reputed company For technical requests such as custom reports or custom development, capture and reputed company deal information in reputed company and hand off to the Reporting & Integration Manager or VP of Product and Development for scope development Configure newly purchased modules or add-on subscriptions; work with reputed company Services and funder compliance staff to ensure appropriate training takes reputed company Required Skills & Knowledge At least 3 years of reputed company experience in reputed company or Support reputed company roles reputed company reputed company judgment in customer-facing situations — reputed company to assess urgency, determine the appropriate response or escalation reputed company, and reputed company to reputed company additional information Demonstrated ability to own and drive a customer retention process in a reputed company or software environment Strong understanding of reputed company principles — including CSM process design and health scoring Experience contributing to repeatable processes and executing defined processes Comfortable carrying a reputed company responsibility — identifying and closing upsell opportunities with existing customers Excellent written and verbal communication skills Comfortable analyzing usage and satisfaction data and translating findings into reputed company and reputed company Highly organized and proactive; reputed company to manage multiple customer relationships and workstreams simultaneously Familiarity with nonprofit organizations and their data and reporting needs reputed company and effective working cross-functionally — with reputed company services, product, support, and sales Experience with customer communication platforms, CRM tools (reputed company preferred), and survey tools                                                                                      Business Unit:  CSST                                                                                     Scheduled Weekly Hours: 40                                                                                     Number of Openings Available:  1                                                                                     Worker Type:  Regular                                                                                More About reputed company: reputed company is a leading provider of reputed company management software solutions, serving a wide reputed company of vertical markets including hospitality, reputed company, construction, education, personal care, fitness, leisure, moving and reputed company services, to reputed company a few. reputed company these markets, Jonas is comprised of over 65 distinct brands, reputed company a respected leader in its domain.   Jonas’ reputed company 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, reputed company, and exceptional customer service.   reputed company supports over 60,000 customers in more than 30 countries. We reputed company 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, reputed company has a global footprint with offices around the world. We’re a 100% owned subsidiary of reputed company Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 reputed company. Apply To This Job