Implementation Project Manager

Jonas Software

17h•Remote

About The Position

Club Caddie is a fast-growing Detroit-based company in the golf industry that designs and builds comprehensive, easy-to-use software for golf business owners and operators, enabling them to focus on providing unforgettable golf experiences. The company operates at full throttle in a collaborative group, empowering team members to take smart risks, find brilliant solutions, and build products that benefit customers. They value learning from mistakes and improving on successes. Implementation Project Managers at Club Caddie serve as the initial point of contact for businesses transitioning to their cloud-based golf course management system. In this role, Golf Technology Implementation Specialists partner with business owners to align customer goals with Club Caddie's SaaS product. This involves understanding the customer's business model, advising on best practices, and overseeing the implementation of the system. The ideal candidate will have a background in relationship management, account management, or support, coupled with a passion for technology, an understanding of change management, and a dedication to successful customer onboarding.

Requirements

Strong communication skills, both in speaking and in written form
Love for technology and acquired technical learning
Passion for helping others
Good at problem-solving and enjoy it
Solid team player, but able to work on their own initiative
Show up ready to own it every day
Willingness to travel up to 25% of the time (may not be required)
Strong organizational and time management skills
Passion for customer experience, exhibiting empathy for customers and their success
Passion for being a part of a growing organization
Process Management: Creates and follows structured implementation workflows for consistency
Customer Focus: Ensures new customers have a seamless onboarding experience and are fully trained
Managing & Measuring Work: Tracks project milestones and success metrics to ensure on-time launches
Problem Solving: Quickly identifies and resolves implementation challenges, ensuring customer confidence
Interpersonal Savvy: Builds strong relationships with golf course operators and internal teams
Time Management: Balances multiple customer implementations and competing priorities effectively
Drive for Results: Takes initiative to complete implementations efficiently while maintaining high quality

Nice To Haves

A bachelor’s degree
2-3 years of experience in customer implementation, training, and/or support in the technology industry
Prior experience working in the golf industry
Background in relationship management or account management, and/or a background in support
Understands change management

Responsibilities

Understand, Install, Configure, and Train 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
Learn the framework of your day-to-day
Gain a comprehensive overview of Club Caddie's software offering
Sit on training sessions, consultation calls, and kickoff calls
Be able to perform an internal kickoff call during 1:1 sessions
Be able to conduct your own kickoff calls
Be able to perform complete data transfers in preparation for a customer's launch date
Become skilled at managing your calendar and prioritizing tasks
Be able to lead your own onboarding projects from kickoff to Go Live
Continually refine your routine as a result of your experiences as well as team collaboration
Share your experiences with all departments on our weekly call so we can all become a more well-oiled machine!
Undergo in-depth training on our golf course management platform and tertiary products
Work closely with our partners to learn their needs
Prioritize tasks for multiple projects