Business Success Manager

Job Description: 

THIS IS A CHALLENGING - CAREER BUILDING - REWARDING- OPPORTUNITY.
 
97 Display is a marketing software company in the Innovation Quarter of downtown Winston Salem. We build and maintain websites for fitness and martial arts businesses. We're a rapidly growing, technology-driven company with unlimited potential. Full time - benefits - the whole package.

The Business Success Manager is responsible for developing strategies for 97 Display clients through a consultative marketing approach. DMC will work will clients to help solve complex support requests, field inbound and make outbound calls regarding website updates, issues and overall marketing needs of clients. DMC are responsible for an individual book of business to ensure proper longer-term nurturing of clients, use of ancillary products, and retention of clients.  

Business Success Managers are responsible for:

●    Respond to all inbound and outbound tickets in 24 hours or less
●    Find creative solutions to complex support problems
●    Act as a liaison to R&D team for new website features and bug fixes
●    Delegate complex tickets to other departments to ensure completion 
●    Keep detailed records of client requests in CRM (Customer Relationship Management) softwares
●    Watch phone lines and answer inbound and make outbound support/consultive calls to clients
●    Return all Voicemails same business day 
●    Initiates and communicates SEO strategies with R&D
●    Finds creative solutions for client desires/needs while keeping SEO strategies in mind
●    Troubleshoot client issues and resolve in a timely manner
●    Own and oversee book of business to spot areas of new revenue and retain client 
●    Work with Graphic Designers to create appealing image for clients
●    Conduct deep-dive Client Impact Assessments
●    Meet KPIs and goals established by leadership
●    Other duties as assigned

Key Performance Indicators & Goals:
●    Return all voicemails within 8 hours. 
●    Respond to all inbound tickets within 24 hours
●    Produce a minimum of 8 referrals (Website or B2B) per/month
●    Perform a minimum of 40 proactive checks per/month

Qualification: 

●    Bachelor's degree or equivalent experience required.
●    Position requires at least 1-3 years experience in SEO, Digital Advertising, Customer Support or Technical Support
●    The ideal candidate will have a proven track record in leadership, surpassing KPI’s, and client communication 
●    Ability to multi-task and thrive in a highly collaborative environment
●    Self-motivated with strong work ethics.
●    Must have strong oral and written communication skills that is customer centric 

A successful DM Consultant will experience:

●    Customer satisfaction rating of 95%+
●    Confidence when speaking about SEO, advertising, general marketing concepts & our product
●    Minimal correspondence escalated to Support Manager or Retention Specialist
●    Contributions to additional team projects with minimal supervision
●    Deep understanding of add-on opportunities and utilize for an increased client spend
●    Has effective communication and documentation skills
●    Average response time is less than 24 business hours
●    85% retention within book of business

Support Team Policies:
 
●    Support line is manned during all business hours by multiple (2 or more) employees
●    70%+ answer rate within business hours
●    Ticket response time less than 12 business hours/24 normal hours
●    A minimum of 40 proactive checks per/month

Business Unit: 

Scheduled Weekly Hours:

Number of Openings Available: 

Worker Type: 

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.