Jonas Software

Project Manager

• Implementation Project Manager at Club Caddie are the welcoming party for any business who has chosen to leave pen and paper or another system in favor of a more efficient, cloud-based, solution and enter into a partnership with a company that wants to help their business grow.
• Through our products and our services, Golf Technology Implementation Specialists partner with business owners to identify the best pairing of customer goals and our SaaS product.
• We achieve this by understanding their business model, advising on best practices, and translating all of that into an implementation of Club Caddie’s golf course management system.
• We are looking for someone with a background in relationship management or account management, and/or a background in support who has a passion for technology, understands change management, and has a passion for seeing through the successful onboarding of our valued customers.
• Understand, Install, Configure, and Train our customers to ensure a smooth business transition.
• Advise and educate on business best practices for customers by connecting them with training resources and educational tools, even identifying upsell opportunities for additional products or services.
• Proactively assess, clarify, and deliver on customer needs driving towards the success of their business and our partnership with them throughout the onboarding process.
• Maintain an understanding of our internal applications, process, customer products, and customer-facing websites.
• Efficiently respond to customer emails and calls and at all times, maintaining composure during challenging situations.
• Collaborate with Sales, Account Management, and Support in delivering top-notch customer service.
• Identify and recommend product improvements using your unique experience of merging customer expectations with product functionality.

Implementation Project Manager

Engineering Manager

• Establish and lead agile development processes (Scrum/Kanban), implementing sprint planning, retrospectives, and velocity tracking
• Define and enforce engineering best practices, including coding standards, peer reviews, documentation, and CI/CD integration
• Mentor developers and foster a culture of accountability, continuous improvement, and innovation
• Partner closely with Product Management and Operations to translate business goals into technical plans and deliverables
• Own the end-to-end SDLC and drive measurable improvements in quality, reliability, and time-to-market
• Lead architectural and framework decisions across the stack (frontend, backend, APIs, database, integrations)
• Design and evolve scalable, maintainable, and secure application architectures
• Contribute code to critical components, especially in early-stage architecture and core system design
• Guide database schema design, performance optimization, and data integrity practices
• Collaborate with DevOps to enhance CI/CD pipelines, cloud deployment automation, and environment consistency
• Drive adoption of testing frameworks, unit testing, and automated QA pipelines
• Build and scale a high-performing team aligned with business growth and product strategy
• Participate in long-term architectural planning and technology roadmap development
• Evaluate emerging technologies and tools to improve productivity and maintain technical competitiveness
• Partner with leadership on capacity planning, budgeting, and risk mitigation for ongoing and future initiatives.

Director of Software Development

Customer Support

• You will be the Head of Customer Experience & Success Management (CXSM), reporting to the President.
• This is a leadership role with direct ownership of retention, revenue growth, customer success, and team performance.
• You will take over revenue and CX operations within your first two weeks, freeing the Chief Growth Officer (CGO) to focus on technology strategy and platform migration.
• You are the bridge between product innovation and client retention.
• You will coordinate communication, manage expectations, and keep clients confident through the platform migration.
• The first 90 days are hands-on operator time. Pick up the phone, talk to clients, personally handle cancellation calls.
• Lead the retention function: every cancellation gets a structured save conversation.
• Build and iterate AI-assisted save flows (e.g., dynamic scripts, objection handling, cancel interception).
• Own exit interviews for every lost account (eliminate the 'unknown' cancel reasons).
• Use AI to analyze churn data, identify patterns, and proactively intervene before cancellations occur.
• Directly manage the Retention Lead, Growth Lead, Marketing Specialist, and Sales Rep.

Head of Customer Experience – Success Management

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

Implementation Project Manager

Director of Software Development

Head of Customer Experience – Success Management

Customer Onboarding, Learning Systems Specialist

Tier 1 Operations & Support Engineer

Director of Partnerships