Jonas Software

Onboarding Specialist

• Deliver Client Training & Onboarding
• Serve as a software expert across all EZFacility products, guiding new clients through the critical first months of implementation.
• Assess each client's goals and business needs; develop customized training plans that ensure they are set up for success.
• Conduct live (Zoom-based) training sessions for both basic and advanced software usage, adapting your approach to each client's technical comfort level.
• Collaborate with Sales and Account Management to ensure onboarding is completed on schedule and aligned with client timelines.
• Demonstrate patience and professionalism when working with clients to resolve outstanding questions or issues.
• Make product recommendations based on clients' overall business objectives and act on opportunities to enhance their experience.
• Build a Scalable Self-Guided Onboarding Program
• Design and implement structured self-guided onboarding tracks tailored to different customer segments and use cases.
• Develop a scalable library of learning resources including short training videos, step-by-step tutorials, self-guided courses, and knowledge base articles.
• Create learning paths for new customer onboarding, advanced product usage, and new feature releases.
• Reduce reliance on live training sessions by replacing feature walkthroughs with high-quality digital content.
• Implement Digital Adoption & Learning Tools
• Own and optimize our digital adoption platform (Userpilot) to deliver in-app guidance, product tours, and contextual help experiences.
• Implement and manage a Learning Management System (LMS) for structured, trackable training delivery.
• Design guided product walkthroughs that help users learn the platform in the flow of their work.
• Integrate AI into Customer Education
• Evaluate and implement AI tools to accelerate content creation, enhance knowledge search, and personalize the learning experience.
• Develop AI-assisted training resources that help customers find answers faster and reduce support ticket volume.
• Stay current on emerging AI tools relevant to customer education and recommend adoption where beneficial.
• Collaborate Cross-Functionally
• Partner with Customer Success, Support, and Product teams to identify friction points in onboarding and design solutions that shorten time-to-value.
• Work closely with the Training Team Lead to coordinate onboarding activities and share best practices.
• Leverage Salesforce to track client training progress, document feedback, and streamline training initiatives.
• Evaluate and document client feedback for the product development team's review.
• Ensure all education content aligns with current product capabilities and best practices.
• Measure & Continuously Improve
• Track key metrics including onboarding completion rates, time-to-first-value, training engagement, and reduction in live training hours.
• Brainstorm and execute client engagement and retention initiatives such as video tutorials, webinars, and user guides.
• Continuously refine learning programs based on data, customer feedback, and evolving product capabilities.

Customer Onboarding, Learning Systems Specialist

Support Engineer

• Provide first-level technical support for Tangerine Global’s systems, including IPTV solutions, network services, and related technologies.
• Troubleshoot and resolve issues related to system performance, connectivity, and user experience.
• Monitor system performance and respond to alerts to maintain stability and reliability.
• Collaborate with Tier 2 and Tier 3 support teams for advanced troubleshooting and issue resolution.
• Assist in the update and maintenance of system documentation and support guides.
• Ensure all customer interactions are handled professionally, providing high-quality customer service and support.
• Participate in ongoing training to stay current with the latest technologies and support techniques.

Tier 1 Operations & Support Engineer

Account Manager

• Manage, mentor, and develop a team of Partner Account Managers to ensure they are meeting performance goals, driving partner engagement, and delivering exceptional service
• Act as the primary point of contact for our top-tier partners, owning the day-to-day relationship, strategy, and success metrics
• Own the revenue forecast and health of the back to base book (existing partners/ISVs), tracking performance and uncovering revenue trends and risks
• Identify and execute growth opportunities within existing accounts – including upsell/cross-sell, volume expansion, and new use cases that deliver mutual value
• Lead renewal and re-negotiation efforts with partners, ensuring terms align with current and future business needs
• Maintain a clean, accurate CRM to track partner activity, engagement, and health. Ensure all Partner Account Managers follow consistent workflows for logging insights, pipeline updates, and account planning
• Collaborate with partners to surface product gaps and opportunities; translate insights into scoped requirements and work cross-functionally with Product, R&D, and Operations teams to influence the roadmap
• Partner closely with sales, Marketing, Product, and Operations to ensure alignment and consistency in execution

Director of Partnerships

Financial Planning and Analysis

• Own and manage the month-end close process, ensuring accuracy, completeness, and timeliness
• Maintain and oversee General Ledger (GL) activities, including journal entries, accruals, and reconciliations
• Perform high-volume account reconciliations, identifying discrepancies and driving resolution
• Support and manage billing, accounts receivable (AR), and accounts payable (AP) processes
• Ensure compliance with accounting standards, internal controls, and company policies
• Conduct detailed financial analysis to support business decisions and performance tracking
• Prepare and deliver monthly, quarterly, and ad hoc financial reports
• Analyze trends, variances, and key drivers across revenue, costs, and cash flow
• Partner with cross-functional teams to provide financial insights and recommendations
• Support banking and treasury functions, including cash management, forecasting, and liquidity analysis
• Monitor and reconcile cash accounts and transactions across multiple systems
• Leverage ERP systems and accounting platforms to manage financial data efficiently
• Utilize technology and AI tools to automate workflows, improve reporting speed, and enhance accuracy
• Identify opportunities to streamline processes and implement scalable solutions
• Work with large datasets to ensure data integrity and consistency across systems

Senior Financial Analyst

• Own and manage a portfolio of strategically important customers across the leisure, public sector, and enterprise markets.
• Build strong, trusted relationships with senior decision-makers, including C-Suite, Heads of Service, Directors, and Commercial Leads.
• Develop and maintain clear account plans that align customer objectives with Gladstone’s solutions and roadmap.
• Increase Gladstone’s market penetration in targeted strategic accounts.
• Identify and convert opportunities for upsell, cross-sell, and solution expansion across existing accounts.
• Lead commercial discussions around acquisitions, contract variations, and long-term agreements.
• Deeply understand each customer’s operational challenges and strategic priorities.
• Collaborate with Customer Success, Support, and Product teams to ensure customers achieve measurable value from the platform.
• Act as the voice of the customer internally, feeding insights into product development, service improvements, and roadmap planning.
• Manage contractual compliance, pricing discussions, and commercial risk within your account base.

Strategic Account Manager

Full-stack Engineer

• Build and ship product features
• Develop and enhance front-end experiences using React and TypeScript, with an emphasis on performance, accessibility, and clean design patterns.
• Translate product requirements into scalable implementations that are easy to support across many collegiate clients and configurations.
• Work with APIs (REST/JSON) to integrate data for live stats, schedules, rosters, content, streaming, and admin tools.
• Collaborate in an Agile environment
• Partner with Product Owners and cross-functional stakeholders to refine requirements, identify edge cases, and ensure we deliver the right solution.
• Participate in sprint planning, estimation, daily collaboration, demos, and retrospectives.
• Communicate tradeoffs clearly—balancing speed, quality, and long-term maintainability.
• Write unit tests and automated tests for new and existing functionality (Jest/React Testing Library or equivalent).
• Improve reliability through thoughtful error handling, logging, and defensive UI patterns—especially for live event workflows where uptime matters.
• Participate in code reviews and contribute to engineering standards, patterns, and shared component libraries.
• Troubleshoot, debug, and optimize production systems; identify root causes and implement durable fixes.
• Refactor legacy areas where needed to reduce technical debt, improve performance, and enable faster feature delivery.
• Contribute to documentation and internal tooling to support development at scale.

Software Engineer

Controller

• Ownership of all accounting operations including general ledger, month-end close, reconciliations, and financial reporting.
• Ensure accurate and timely monthly, quarterly, and annual financial statements.
• Develop, implement, and maintain strong internal controls and accounting policies.
• Oversee compliance with GAAP and relevant regulatory requirements.

• Evaluate AI opportunities and technical feasibility across diverse product stacks and business units
• Embed with business teams to map workflows, identify pain points, and prototype AI-powered solutions
• Build and iterate on features using LLMs, embeddings, APIs, RAG architectures, and agentic workflows
• Own delivery from prototype through production deployment and user adoption
• Assist with prompt engineering, retrieval pipeline design, and iterative refinement of AI systems
• Integrate AI capabilities with CRMs, ERPs, and legacy systems via APIs, webhooks, or custom connectors
• Build internal tooling to accelerate AI-assisted development and adoption across portfolio companies
• Support evaluations to track quality, performance, latency, and cost of AI systems

Junior AI Software Engineer

Sales

• Conduct market research to gain insights on customer feedback and competitor analysis
• Develop and execute marketing strategies to generate qualified leads
• Manage marketing forecasts, tracking key performance metrics
• Oversee collaboration with third-party agencies and vendors for marketing initiatives

Sales and Marketing Manager

• Develops a business plan and sales strategy for the market that ensures attainment of company sales goals and profitability.
• Responsible for the performance and development of the sales team.
• Supporting the team to effectively close sales leads and develop new prospects.
• Initiates and coordinates development of action plans.
• Assists in the development and implementation of marketing plans as needed.
• Conducts one-on-one reviews with the sales team to build more effective communication, to understand training and development needs, and to provide insight for the improvement of all sales and activities.
• Provides timely feedback to senior management regarding performance.
• Pipeline management and reporting.
• Assists all sales personnel in preparation of proposals and presentations.
• Controls expenses to meet budget guidelines.
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Interviews, recommends and hires sales team personnel based on criteria agreed upon by senior management.

VP of Sales, Marketing

Marketing

• Own execution of blog posts, case studies, whitepapers, customer stories, landing pages, and email campaigns
• Develop and manage sales enablement collateral including pitch decks, one-pagers, competitive battle cards, and industry briefs
• Support thought leadership content including executive ghostwriting, industry insights, and trend commentary
• Execute and optimize digital campaigns across email, website, and paid channels
• Manage HubSpot workflows, lists, email automation, and campaign reporting
• Maintain CRM alignment between HubSpot and Salesforce
• Assist with SEO initiatives and website content updates
• Use AI content-generation tools to accelerate production while maintaining brand voice and accuracy
• Support industry trade shows, customer events, and partner initiatives
• Coordinate webinar logistics, promotion, follow-up, and repurposing of content
• Develop post-event nurture campaigns and sales follow-up materials

Marketing Specialist

Business Development Rep

• Driving sustainable revenue growth by identifying, engaging, and converting prospective customers through disciplined outbound sales processes
• Establish and execute a disciplined outbound sales process
• Build and maintain a healthy sales pipeline; actively move prospects through each stage
• Focus initial prospecting efforts on Community Action Agencies nationwide as the primary target market
• Monitor and report on revenue metrics and progress toward targets
• Partner with the executive team to refine the value proposition and messaging for target audiences
• Conduct effective discovery conversations to understand prospect pain points
• Match prospect needs to relevant empowOR features and develop tailored demonstration plans
• Develop and deliver accurate quotes in coordination with Sales and Admin Coordinator

Business Development Manager – Outbound

• Establish and execute a disciplined outbound sales process
• Build and maintain a healthy sales pipeline; actively move prospects through each stage
• Track key sales metrics including outreach volume, time to close, and conversion rates
• Focus initial prospecting efforts on the approximately 1,000 Community Action Agencies nationwide as the primary target market
• Identify and research additional target markets and customer segments beyond the core CAA focus
• Monitor and report on revenue metrics and progress toward targets
• Define and communicate empowOR's value proposition
• Create "pieces of value" that support outbound outreach and build credibility with prospects
• Develop audience-specific approaches and messaging for different nonprofit customer types
• Build relationships with prospective customers and conduct effective discovery

Artificial Intelligence

• Lead the full-scale transformation of business units from SLDC to AI DLC by year-end.
• Architect and deploy a scalable AI operating model across all business units.
• Embed AI into core workflows: delivery, operations, client lifecycle, and decision-making.
• Drive quantifiable gains in margin, productivity, quality, and speed.
• Institutionalize AI as a core enterprise capability — not a side initiative.
• Own roadmap, execution, adoption, governance, margin expansion and performance.

Chief AI Officer

Operations

• Lead, mentor, and develop the Onboarding, Risk, and Underwriting teams to ensure high performance and continuous professional growth.
• Oversee the full merchant onboarding lifecycle, including application intake, verification, documentation, and activation.
• Manage underwriting operations, ensuring timely and accurate risk assessments, consistent application of approval guidelines, and appropriate escalation practices.
• Monitor portfolio risk by analyzing behavior, transaction trends, and early warning indicators to identify and mitigate potential exposure.
• Establish, refine, and enforce risk policies aligned with industry standards, regulatory requirements, and card brand rules.
• Collaborate with Legal, Compliance, Product, Engineering, and Support to streamline workflows and resolve escalations.
• Optimize operational efficiency by identifying bottlenecks, recommending improvements, and implementing automation where appropriate.
• Ensure high-quality data management, accurate reporting, and visibility into operational KPIs for leadership.
• Participate in initiatives related to fraud prevention, compliance, and PayFac regulatory obligations.
• Support system enhancements, including evaluating tools and partnering with Product/Engineering on requirements and testing.
• Willingness to travel for work assignments and maintain a valid passport.
• Participate in after-hours on-call rotation as required by leadership.

Customer Onboarding, Learning Systems Specialist

Tier 1 Operations & Support Engineer

Director of Partnerships

Senior Financial Analyst

Strategic Account Manager

Software Engineer

Controller

Junior AI Software Engineer

Sales and Marketing Manager

VP of Sales, Marketing

Marketing Specialist

Business Development Manager – Outbound

Business Development Manager – Outbound

Chief AI Officer

Payment Operations Manager