Account Manager (EZ Facility)

Job Description: 

Account Manager

EZFacility

REMOTE USA

COMPANY

Since 2003, EZFacility, a division of Jonas Software, has been a leader in scheduling, management, and membership solutions for sports, health, and fitness facilities around the world. Our software-as-a-service (SaaS) offerings enable companies to simplify and streamline their operations, improve the efficiency of their staff, and increase their bottom line.

EZFacility is headquartered on Froehlich Farm Blvd in Woodbury, New York, and we have sales and support offices in Canada, England, Holland, and Australia. As the fitness and sports division of Jonas Software, EZFacility’s vision is to be the branded global leader in Scheduling, Management, and Membership SaaS solutions. Our goal is to be recognized by customers and respective industry stakeholders as a trusted provider of "software for life" in the areas of technology, product innovation, quality, and customer service for sports, health, and fitness facilities.

HOW WE WORK
We like operating at full throttle in a collaborative group of both startup veterans and novices who debate the right way to do things and are empowered to take smart risks, find brilliant solutions, and build things that better the well-being of our customers and theirs. We’re doing our best work ever, learning from our mistakes, improving on our successes, and finding abilities we didn’t know we had for using sophisticated logic and business intelligence to make bedrock business principles accessible and intuitive to small and enterprise businesses alike.

WHAT YOU’LL DO
An Account Manager is building and working with an assigned book of business, focusing on building strong customer partnerships, and increasing retention and customer satisfaction.  This position involves a high degree of interaction over the phone, email and chat - so strong communication skills are a must.

• Develop and update individual account strategies for accomplishment of relationship, revenue, and renewal goals.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Initiate regular communication with key corporate decision makers through a consultative sales process to maximize service and to add value to the relationship.
• Act in a consultative manner and properly utilize internal resources to ensure clients optimize their performance using EZFacility’s services.
• Responsible for placing outbound calls to assigned book of business to develop, prepare and nurture customers for advocacy.
• Write professional responses to customer e-mails and chat using proper grammar, spelling, and punctuation. Use prewritten templates, when appropriate.
• Uncover hidden customer resistance and overcome any objection.  Assess technical issues and identify solutions.  Manage account escalations.
• Help own the success of every customer partnering with Customer Service. Be responsive to every customer inquiry.
• Educate and coach customers on best practices for using EZFacility’s software.
• Ensure 100% account retention – no cancellations.

WHO YOU ARE 

You care about helping small business owners reach their dreams. You sweat the details of their issues and truly care about the customer experience. In fact, you do whatever’s needed to help our customers succeed. You’re a terrific listener, a diplomatic negotiator, and a discerning communicator. You see what needs to be done and you're motivated to do it without direction while looking for opportunities to share ideas and pitch in on others’ projects. You take customer feedback as a challenge to get it right and get joy from building a product that customers love. 

• Bachelor’s degree or equivalent experience in account management, customer success, business development, or related field 
• At least two years of account management or customer success experience 
• SaaS account management experience preferred 
• Strong understanding of Salesforce processes and management.  
• Experience in the sports and fitness software industry a plus 

  HOW YOU’LL DO IT 

• Excellent organizational, analytical, and problem-solving skills. 
• Process oriented and focused on creating an efficient and effective workplace.  
• Team player with solid communication and presentation skills. Be outcome focused 
• #LI-PP1

Business Unit: 

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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.