Account Manager (level 1)

Job Description: Member Solutions Group · Hiring Account Manager (Level 1) You are the person a martial-arts school owner, a fitness studio operator, or a specialty-shop merchant thinks of when they think of Member Solutions. Not the platform, not the support line — you . Reports to Chief Growth Officer Type Full-time, remote-friendly Compensation $55,000 USD base — whole comp. Standard company bonus applies separately. The first 90 days are a pure trial. Pass/fail on measurable client-happiness signals. See "The 90-day trial" below. The role in one paragraph You are the person a martial-arts school owner, a fitness studio operator, or a specialty-shop merchant thinks of when they think of Member Solutions. Not the platform, not the support line — you . Your job is to make sure every client interaction feels professional, timely, and reliable, and to keep the top ~100 accounts by billing volume feeling like they are being actively cared for, with genuine understanding of their operations and challenges. You'll own the account-management motion across a book of ~500 clients, drive a small number of specific cross-team processes to completion end-to-end, and build the operational muscle — with AI leverage — that lets one person cover this current book size. Growth beyond it would justify additional hires. Primary focus Client happiness — four pillars Client happiness is the whole point of this role. It gets delivered through four simultaneous, non-negotiable pillars : 1. Responsiveness Inbound signal caught same-day. Hard problems have clear written expectations to resolution within 24 hours. 2. Effective problem-solving The client's need flows end-to-end across every team it touches, or it gets handed off cleanly with the client knowing exactly what happens next. Loops close in writing. Hot potatoes escalate fast. 3. Building a self-healing MCP brain Every recurring client question, every repeated process step, every cross-team seam-break gets captured into a shared knowledge base and evolved into an MCP or automation where it moves the metric. You are the primary input to this brain and its steward. This is how one person handles a book of 500 clients. 4. Bridging service and software You're fluent in both — the client's operations and MSI's platform — and translating between them is core to the job. This runs in two directions. When a client's need can be solved in the software today, you show them, with real coaching. When it can't yet, you gather the evidence (which clients, what pain, what dollar value at risk) and route it to R&D through the RCB pipeline. And when something you're doing outside the platform is really working — a report clients keep asking for, a workflow that consistently delights, an insight that changes their behavior — you flag it: "should this exist in the platform?" MSI's not looking to bloat the product. The answer is yes when four things hold: multiple clients respond to it (not one), the dollar value is real (retention protected or expansion unlocked), the pattern is good enough that if it already existed in the platform and were removed the phone would ring off the hook, and keeping it in AI/service tooling long-term would cost or fail more than graduating it. When all four hold, you're the one who saw it first, and you route it to R&D the same way you'd route a Retention-Critical Bug. You are the mechanism that turns real client friction and real client delight into either a solved problem now or a shipped product improvement soon. Scope Book size and scope ~500 clients total under this role's coverage ~100 high-touch accounts (roughly the top 20% by billing volume, driving roughly 80% of the revenue) — known individually, proactive contact cadence, value reports matched to each client's need (weekly to quarterly) ~400 mid-tier and long-tail accounts — the standard-service tier. Rarely touched by you directly, and often never — most self-serve through the platform and MegaMind, and they don't hit the complex or costly situations larger clients encounter. That's a healthy outcome, not neglect. Where the role compounds: AI-driven, semi-personal outreach to surface silent-but-appreciative clients who'd value a person-to-person conversation and who might have hidden or unrealized need — without ever having asked for one. You identify the pattern, help shape the outreach, and take the connections that come back — turning silence-that-isn't-a-signal into a targeted opportunity. Member Solutions only. APS-system full-service billing clients. eFit is served by a separate account manager. What you own 1 Your book of ~500 clients The ~100 high-touch names are known by heart. The rest known by tier and common concern. 2 The seam between client need and MSI's ability to deliver You own the seam between CXSM and every other function that produces client value — Finance, R&D, CSI Pay, Product, and MSI's own AI-built tooling. This runs in two shapes. For cross-team processes (bank account change, new account, business transfer, and any that emerge) Connecting: the client's need flows end-to-end and never stalls waiting for someone to notice it Awareness: CXSM knows which other-team processes exist, when they trigger, what they need as input Feedback upstream: when the underlying process is breaking CX, you notify the actual process owner with a specific, evidence-backed observation — not a complaint Chasing unclear questions to resolved: cross-team ambiguity doesn't die in a Teams DM For client-facing artifacts (reports, dashboards, outputs, insights) Know what exists: which reports, dashboards, and outputs MSI already has, and how to retrieve them Match to client: right artifact, right client, right cadence Ship the stopgap: when the client needs something MSI doesn't have yet, use AI tooling to build a "good enough" version now Flag for graduation: when the AI stopgap is really working (all four criteria from pillar 4), route it to R&D as a "should this exist in the platform?" candidate Outcome — for both process and artifact: every client need is handled or handed-off quickly, efficiently, and reliably. 3 The MegaMind MCP knowledge base Every reusable answer, process shortcut, and "here's how we handle X" note lands here. It serves you first — your daily work gets faster as the brain grows, because you're not answering the same question from scratch three times a week. And it serves the team — new members query MegaMind before pulling you off task, and the whole CXSM function gets faster as the brain grows. 4 Outbound cadence for the top ~100 Two phases. Phase 1 — Days 1–60 Structured discovery You make meaningful contact with all 100 top-tier accounts at least once. Same rigor across every one. By end of day 60, you know each client by name, business, and current concerns — AND you know the cadence each of them actually wants. Some want weekly. Some are perfectly served by quarterly. You don't guess; you ask. Phase 2 — Day 61 onward Bespoke cadence and continued discovery For the top ~100, you execute against what each client told you: a priority-ranked list drives which accounts get worked each week — at-risk signals, active concerns, and strategic weight move accounts up. The ranking + each client's discovered cadence together determine who gets attempted. No top-100 account goes silent by default, and every client is receiving the exact cadence they expect for their business — neither less nor more. Beyond the top ~100, discovery continues into the wider ~400 book — problems first (any client raising a cancel request, rate reduction, or complaint gets pulled in immediately), then revenue retention next (at-risk mid-tier accounts get proactive discovery before stable long-tail ones). Same discovery approach as Phase 1, scoped by what's actually on fire and what's at stake. What "meaningful contact" means Not a phone call, a Teams message, or a check-in email. Meaningful contact is a real meeting that produces a documented record: current concerns clearly articulated by the client, repeated back to confirm understanding, organized so next-step expectations can be set on each item. When the client has no current concerns, meaningful contact is a structured discovery conversation exploring their current business state and what could be better — thoughtful, question-led, focused on their pain and their desired future state. Documentation happens through MSI's internal capture tooling and templates You'll be trained on both in your first two weeks. Both the tools and the process are evolving; you're expected to use them as designed and to actively contribute to their improvement as you find gaps. 5 The weekly leading-metric report You own a small set of measurable indicators that show whether the role is working: Response speed on inbound 24-hour expectation-setting rate (how consistently you set clear next-step commitments within a day) 24-hour resolution rate Backlog trend (both this week's new items and anything overdue) Top-100 discovery completion in Phase 1 (are you working through all 100 with the same rigor); in Phase 2, bespoke-cadence adherence for the top-100 plus reactive discovery for problem-raising clients and proactive discovery for at-risk revenue You collect them, you report them weekly, you own the trend. Specifics are defined in your first two weeks. What you don't own What you hand off (and to whom) Cancellations → Cancellor (self-serve first), then the Member Support Lead for exception handling Transfer of ownership → Documented workflow → CXSM specialist Deep product support → R&D or Product Tough negotiations, retention save-attempts on top accounts → Chief Growth Officer Tooling Tools you'll use daily HubSpot The CRM. Every conversation logged, every contact fresh. Microsoft Teams Internal comms, cross-team coordination. Claude Desktop / Claude Code AI assistant for drafting communications, summarizing calls, mining transcripts, running MCP tools. ADO (Azure DevOps) The R&D-facing surface for submitting Retention-Critical Bugs. SharePoint Document store, process docs. Amazon Connect MSI's inbound phone system. You take calls here and your response speed is measured across every channel including this one. CallHero The AI-scored call corpus. Use it to prep for calls, spot commitment-breaks, catch churn signals. Cancellor The member self-service cancellation portal. You review the escalations, not the routine cases. MegaMind (MCP) The internal knowledge base you feed and query. Anny (MCP) Analytics on client website + search performance when a client asks "how are we doing?" APS / Cubiic The billing and revenue-recovery systems. You are not expected to be an engineer. You are expected to be AI-fluent — or actively becoming AI-fluent — comfortable in the tools, quick to build a shortcut with them, and willing to convert a manual process into an MCP workflow so it runs 5× faster next time. Existing proof points: /tasko is a ~100× improvement over the HubSpot GUI for task triage; hubmcp is 5×+ on HubSpot company/ticket updates. Measurement How improvement gets measured Leading indicators (weekly signal — you control these directly): response speed on inbound, 24-hour expectation-setting rate, 24-hour resolution rate, backlog trend (active and aged), and top-100 outreach discipline — discovery completion in Phase 1, then bespoke-cadence adherence plus reactive/proactive discovery in Phase 2. The exact metric definitions and collection method are defined in your first two weeks. Lagging indicators (quarterly signal — the business sees these over time): CSAT trend, referral rate, retention on the top ~100. The leading metrics cause the lagging ones. If you're executing on the leading pillars, the lagging outcomes follow. Weekly cadence for the leading metrics; quarterly review of the lagging ones. No a-priori automation quota. When you capture a recurring pattern (three clients asking the same question this week, a cross-team workflow that keeps stalling at the same seam), it becomes an MCP or Claude-workflow candidate. CGO + AM analyze weekly with Claude — keep what moves the metric, kill what doesn't. The trial The 90-day trial Pass/fail on measurable movement in the leading metrics — plus early signal that the lagging indicators are pointing the right direction. Pass: If leading metrics move and lagging signals point right, we revisit comp and additional bonus structures at day 90. Watch: If leading metrics move but lagging signals stay flat, we look at whether R&D is delivering on the RCB pipeline and whether the play needs adjustment upstream. Reset: If leading metrics don't move, we revisit the whole shape. This isn't a soft ramp. It's the gate for the role continuing. What the first 90 days actually look like Days 1–30 — Absorb the book, establish baseline Sit with the CGO on top-100 accounts. Start Phase 1 discovery — meaningful contact with the highest-priority accounts first. Establish week-1 numbers on all five leading indicators — these become your baseline. Start feeding MegaMind. Weekly attempt target is set with the CGO by end of week 2 based on what you can actually sustain. Days 31–60 — Complete Phase 1 discovery and move the leading numbers Meaningful contact with all 100 top-tier accounts by day 60 — each of them known by name, business, current concerns, and preferred cadence. Response speed dropping, resolution rates rising, backlog trending down. Start surfacing RCB candidates through the weekly R&D triage. Reactive save-attempts landing as they come in. Days 61–90 — Enter Phase 2 and show the leading-to-lagging chain Bespoke cadence operational for all 100 top-tier. Reactive discovery flowing into the wider ~400 book (any client raising an issue gets pulled in). First proactive discovery on at-risk mid-tier accounts. First CSAT tick, first unprompted referral, first save that would have been a churn — a client writing a positive review unprompted is the visible signal . MegaMind has demonstrably grown; other CXSM members are using entries you've fed. Fit Who succeeds — and who will struggle Who succeeds Relentless about closing loops in writing. Every conversation ends with "here's what happens next, by when, from whom." Allergic to letting accounts drift silently. You know each top-100 client's rhythm — some weekly, some monthly, some quarterly — and you notice the moment one falls out of their rhythm. Believes process documentation is not bureaucracy — it's how you sleep at night and how the team scales. AI-fluent or actively becoming AI-fluent. Uses Claude Desktop daily. Knows HubSpot. Learns MCP tooling. Humble about hot potatoes — escalates fast, doesn't hero-mode. Can hold ~100 top-tier accounts in your head without dropping any, and triage the other ~400 by pattern. Comfortable with massive hands-on work. This is a doer role, not a manager role. Every day is real client issues, real process work. Who will struggle Needs a rigid process before starting — this role helps build the process. Uncomfortable with repetitive work — some days you run the same three workflows 40 times. Hides from hard conversations. This job is the hard conversation. Not curious about AI. The efficiency gains that make this book size survivable aren't optional. The company About Member Solutions Member Solutions is a 35-year-old billing platform serving martial arts schools, fitness studios, and specialty member-based businesses. A longtime client recently described MSI as "a Titan of the industry in 2015." We're rebuilding to be worthy of that description again. This role is a critical part of that. Competencies Competencies we're hiring for Framed against the Lominger Standard 67 Competency framework. These are the six that map most tightly to how this role actually succeeds. If you recognize yourself in most of them, we should talk. 1. Customer Focus Lominger #15 The whole point of the role. Not just supporting customers — dedicated to their expectations and requirements, gets first-hand customer information, uses it for improvements in products and services, acts with customers in mind, establishes and maintains effective relationships with customers, gains their trust and respect. 2. Action Oriented Lominger #1 Enjoys working hard; action oriented and full of energy for the things seen as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. This is a doer role, not a manager role. Every day is real client issues, real process work. 3. Process Management Lominger #52 Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can simplify complex processes; gets more out of fewer resources. The whole one-person-covering-500-clients thesis depends on this. 4. Interpersonal Savvy Lominger #31 Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. 5. Drive For Results Lominger #53 Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. The 90-day pass/fail trial and the "100 top-tier connected by day 60" milestone both live here. 6. Learning on the Fly Lominger #32 Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. This is what "AI-fluent or actively becoming AI-fluent" means in Lominger terms. Interested? Contact the Chief Growth Officer at Member Solutions. Business Unit: Member Solutions Scheduled Weekly Hours: 40 Number of Openings Available: 1 Worker Type: Regular 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 (), and a member of the S&P/TSX 60 Index.