Job Description:

Senior Director of Client Support

Jonas Club Software

Markham, Ontario

POSITION

The Senior Director of Client Support will lead and transform our client support operations to deliver exceptional service experiences that meet our clients' high expectations. This role is responsible for evolving our support delivery model beyond the traditional contact center approach to include omnichannel support strategies, self-service capabilities, and expanded capabilities through strategic partnerships. The ideal candidate will be a visionary yet execution-focused leader who can rebuild, scale, and enhance our support infrastructure while fostering a culture of continuous improvement and client obsession.

JOB RESPONSIBILITIES:

• Partner with the GM and extended leadership team to develop and execute a comprehensive support strategy that enhances client satisfaction, retention, and aligns to our business goals
• Lead a large team of support professionals through a tiered management structure, providing clear direction, motivation, and accountability
• Improve the current support model to blend both traditional call and email-based support channels with and modern practices in knowledge management, self-service, and digital education
• Take ownership for development and achievement of strategic KPIs to measure effectiveness, efficiency, and client satisfaction across all support channels
• Revitalize support operations to consistently meet and exceed established SLAs
• Create streamlined training programs that accelerate new hire productivity and reduce ramp-up time
• Design and implement a support augmentation program to provide high quality extended hours coverage
• Develop robust quality assurance processes to ensure consistent, high-quality support interactions
• Build a high-performing support culture focused on client success and continuous improvement
• Implement effective talent management strategies for recruiting, developing, and retaining top support talent
• Create clear career pathing and succession planning to develop future leaders and subject matter experts into other areas of the business
• Coach and mentor direct reports to strengthen their leadership capabilities and drive team performance
• Partner with Product, Operations, and Engineering teams to advocate for client needs and drive product improvements
• Partner with Sales and Marketing to ensure alignment on client expectations and value proposition at every touchpoint of the customer journey
• Partner with Professional Services teams for seamless handoffs from new installations to ongoing success
• Work with Finance and HR to develop and manage support department budgets and resource planning

JOB QUALIFICATIONS:

• 10+ years of progressive leadership experience in client support or customer success operations, including meaningful experience managing managers
• Track record of successfully transforming support operations and implementing technology, people, and process changes
• Relevant experience in software, hospitality, or other service-oriented industries with complex client interactions and technology at the core
• Experience building and managing hybrid teams with varied tenures (mix of remote and in-office staff)
• Exceptional leadership skills with ability to inspire and motivate teams through periods of change
• Deep understanding of support best practices, technologies, and performance metrics
• Strong business acumen with ability to balance client satisfaction and operational efficiency
• Strategic thinker with strong operational execution capabilities and sense of urgency
• Excellent communication and relationship-building skills at all levels
• Data-driven approach to decision making and performance management
• Demonstrated ability to successfully lead during technology modernization efforts

Business Unit:

Jonas Club

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.