Vice President of Client Services

                                                                                    

Job Description: 

Role Overview

CORA Loyalty is seeking a highly experienced Vice President, Client Services to lead the global Client Services and Account Management function, with primary responsibility for client health, renewals, NRR, ARR retention and expansion visibility, CSAT, NPS, governance cadence, delivery governance and post-sale operational execution.

This is a highly hands-on operational leadership role for someone who leads from the front. The post is not an armchair leadership role and it is not a ceremonial escalation title. The successful candidate will be expected to run the operating rhythm, enter difficult client situations, coach account teams directly, challenge weak account discipline and make client governance visible, measurable and accountable.

The role is intended to remove ordinary post-sale and delivery-governance dependence from the Chief Customer Officer by becoming the default executive owner for Client Services discipline, renewal readiness, account health, service quality, delivery confidence, escalation control and expansion-signal capture. The Head of Global Delivery will report into this role and own day-to-day delivery and implementation execution; this role owns the end-to-end client outcome and ensures Client Services, Account Management, Delivery, Product, Support, Finance, Legal, Sales and Business Development operate as one post-sale system.

Key Responsibilities

• Own and develop the global Client Services and Account Management operating model, ensuring every material client has clear ownership, account discipline, governance cadence, renewal visibility, delivery status and documented next steps.
• Lead global Client Services / Account Management teams as a hands-on player-coach, setting the weekly rhythm, reviewing account plans, testing client-health assumptions and personally joining material client reviews, escalations and executive conversations where required.
• Direct and hold the Head of Global Delivery accountable for launch governance, mobilisation quality, implementation visibility, delivery-risk control, resource escalation and day-to-day delivery execution, while keeping this role focused on the overall client outcome and executive operating system.
• Own the core post-sale performance metrics, including NRR, GRR, ARR retention and expansion visibility, renewal performance, churn risk, CSAT, NPS, client health, adoption, service quality, launch quality, delivery governance and escalation ageing.
• Establish and maintain strong account-planning discipline across the client base, including account plans, executive sponsor maps, renewal calendars, risk registers, delivery-status views, action logs, product-adoption plans and measurable client outcomes.
• Run a disciplined client and delivery-governance cadence, including QBRs, EBRs, account reviews, renewal-readiness reviews, delivery-readiness reviews, escalation forums and internal account-health reviews with Product, Delivery, Finance and leadership where appropriate.
• Drive renewal readiness well ahead of contract dates, ensuring risks, delivery issues, service gaps, procurement requirements, commercial dependencies, executive sponsors and client sentiment are visible early enough to act.
• Ensure Client Services identifies expansion signals, scope changes, client needs, renewal risk and commercially material opportunities, while working with Sales, Business Development, Finance and Delivery so that material commercials are priced, feasibility-checked, pursued and closed through the right owner.
• Ensure a clean and credible handoff from Sales / Business Development into onboarding, mobilisation, delivery and ongoing account leadership, with clear ownership of commitments, delivery assumptions, support model, governance cadence, success measures and escalation paths.
• Lead material client and delivery escalations with pace and control, ensuring issues have owners, action plans, dates, communication discipline and executive visibility without allowing every issue to default to the Chief Customer Officer.
• Partner closely with Product, Delivery, Implementation, Support, Analytics, Finance, Legal, Sales and Business Development to ensure client commitments are operationally realistic, commercially sound and aligned with available capacity.
• Use voice-of-client feedback, CSAT, NPS, adoption data, delivery learnings, service issues and account reviews to improve product priorities, client experience, packaging, service design and managed-services capability.
• Build strong reporting discipline across CRM and related operating tools, ensuring live account status, renewal stage, risk level, expansion signals, delivery status, launch timeline, next steps and owner accountability are visible and reliable.
• Recruit, develop, coach and performance-manage Client Services and Account Management leaders, and manage the Head of Global Delivery as a senior direct report, raising standards in client communication, account ownership, commercial judgement, delivery governance and operational execution.
• Create and maintain practical playbooks for account planning, client onboarding, delivery handoff, QBRs, renewal readiness, escalation management, account reviews, expansion-signal capture and executive client communication; represent Client Services and Delivery in leadership discussions with clear operating truth.

What Success Looks Like

• The global Client Services function operates with visible cadence, clear ownership and reliable account discipline, rather than depending on the Chief Customer Officer as the default post-sale operating lead.
• NRR, ARR retention, GRR, renewal performance, CSAT, NPS, churn risk, client-health indicators, delivery status and launch-quality indicators are visible, actively governed and improving over time.
• The Head of Global Delivery has a clear mandate, operating cadence and performance dashboard, with delivery risks surfaced early and client-impacting issues governed before they become executive emergencies.
• Every material account has a current account plan, owner, health view, renewal path, executive sponsor map, delivery view, action log and governance rhythm.
• Client and delivery escalations are identified earlier, controlled better, communicated more clearly and resolved with less executive drag.
• Renewals are prepared early, with commercial, legal, procurement, delivery, service-quality and stakeholder risks surfaced well before they become late-stage problems.
• Expansion signals are captured consistently by Client Services and converted into qualified commercial opportunities through the appropriate Sales, Business Development, Finance and Delivery owners.
• Sales-to-delivery handoffs are cleaner, with client commitments, scope, onboarding assumptions, delivery capacity and success measures understood before mobilisation begins.

                                                                                    

Business Unit: 

Carlson Marketing Solutions - Canada

                                                                                    

Scheduled Weekly Hours:

40

                                                                                    

Number of Openings Available: 

1

                                                                                    

Worker Type: 

Professional (Fixed Term)

                                                                               

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

 

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

 

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

 

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.