Implementation Manager

Job Description:

Implementation Manager

ClubHouse Online Division

Markham, Ontario

The Company

Jonas Software is the valued technology partner of over 40,000 customers worldwide in more than 15 countries. Jonas employs over 1,500 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).

THE POSITION

We are seeking a passionate Implementation Manager with a well-rounded skillset including leadership experience as well as process management and customer Service. If you are selected to join our team, you will inspire and mentor our talented team of project coordinators who are committed to implementing high quality websites and customer experiences.

Our clients are elite private members clubs around the world who pride themselves on the exceptional experiences they curate for their members. Our web design team is responsible for crafting websites that exemplify their culture and commitment to excellence.

As an Implementation Manager in ClubHouse Online, you will oversee a dynamic team comprising two Team Leads and ten or more Project Coordinators. Your primary role involves ensuring seamless execution of website implementation projects from initiation through to completion. Your team will coordinate with clients to understand their requirements, set project milestones, and manage timelines to ensure on-time delivery. Your leadership will guide the Team Leads in mentoring Project Coordinators, facilitating effective communication, and resolving any issues that arise during the project lifecycle. Additionally, you will monitor project performance, optimize processes for efficiency, and ensure adherence to quality standards. Strong organizational skills, a deep understanding of project management processes, and the ability to manage multiple projects simultaneously are crucial. Your role is essential in delivering high-quality results and maintaining strong client relationships, contributing to the overall success and growth of the company.

JOB RESPONSIBILITIES:

• Regular review of projects and assist team in achieving Project objectives
• Achieve Monthly, Quarterly and Annual personal and team objectives
• Keep ongoing list of high priority projects within the team. Ensure these projects are progressing.
• Promote and maintain a high quality, professional, service-oriented company image among clients.
• Facilitate team meetings and meet with team reps once a week to discuss ongoing issues and communicate any information necessary.
• Escalation point for client issues. Will need to have knowledge of all products procedurally and technically in order to assist team reps in troubleshooting.
• Onboarding of new Team Members
• Mentor team members to assist in growth and career planning. (Write and deliver performance plans)
• Update and Edit team expectation documents when needed.
• Regular review of Processes
• Liaison between other Club departments, such as Web Support/Sales/Dev and Club Support/Care/Accounting.
• Review and escalate issues through Jira and EDGE Channels. Ensure the Implementation Team has logged issues and that escalations are being managed appropriately.
• Ensure Team Leads are submitting enhancement requests to development that not only improve the functionality for the client but help keep products updated, user friendly and with the current website trends and features.
• Manage team vacation requests/time off scheduling
• Facilitate weekly Metrics to teams and Management
• Participate in AR Meetings
  
  

JOB QUALIFICATIONS:

• Bachelor’s degree / college diploma
• 2+ years of experience managing a team of Implementation Coordinators or Project Managers
• Customer service experience preferably in the software industry
• Excellent written and oral communication skills
• Strong organizational skills with the ability to manage multiple clients/priorities simultaneously
• Outstanding communication skills (oral and written)
• Ability to get results in a fast paced environment
• Proficient in Microsoft Word, Excel, Outlook, Access and PowerPoint
• Comfort in communicating with a range of technical and non-technical stakeholders as well as the ability to work with individuals from all levels within the organization to drive requirements.
• Approachable with the ability to maintain composure under pressure
  
  

Business Unit:

Clubhouse Online

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.