Job Title

Customer Experience Manager At GoldCare, we're on a mission to make healthcare smoother and smarter delivering cutting-edge information management software that empowers clinics, and providers to focus less on paperwork and more on people. For decades, our solutions have been the go-to for healthcare professionals who value precision, efficiency, and simplicity. GoldCare is part of the Gemini Group, one of the operating groups within Constellation Software Inc. (CSI). Being under CSIa global leader in vertical market softwaremeans we benefit from the stability, innovation, and long-term investment philosophy of a world-class software organization, while still operating with the agility and culture of a specialized team Join a team that is passionate about transforming healthcare behind the scenes, where your work counts, your voice is and you are ready make meaningful impact. If you are sprinkle of fun into your career, GoldCare is the place to start and thrive. Learn more about us here: GoldCare: ttps://www.mygoldcare.com/ Gemini: https://www.csigemini.com/ Constellation Software: https://www.csisoftware.com/ About the role This is a customerfacing role that blends customer success and account management with implementation and project delivery. You will lead customer implementations, run projects endtoend, and build strong relationships that drive adoption and renewals. This role is ideal for professionals in Home & Community Care or LongTerm Care who are looking to take their industry expertise and apply it in a new, customerfacing career path. Important: To be considered, you must have direct experience working in Home & Community Care or Long-Term Care. Key responsibilities Own the care provider organizations end-to-end experience, driving adoption and renewals. Lead GoldCare rollouts/implementations and customer initiatives to successful outcomes. Deliver professional services such as training and guidance on configuring and tailoring GoldCare to customer workflows. Translate provider and care worker feedback into actionable product enhancements, supporting adoption of new capabilities. Build and maintain strong relationships with key customer stakeholders. Partner with Customer Support on complex situations with high-value customers. About you: Experience 10+ years of customer experience in support or services, within home and community care or long-term care settings. Healthcare industry experience required. Experience with GoldCare or similar systems is an asset. Proficiency with Microsoft Office and tools such as TeamSupport. Bachelors degree or equivalent experience. Project management training or certification is an asset. Knowledge & Competencies High accountability and reliabilityable to deliver in shifting priorities. High trustdo the right thing for customers without cutting corners. Quick learner and analytical thinkerable to absorb complex systems rapidly. Highly organized plannerable to prioritize and drive outcomes. Strong problem-solverresourceful, creative, solutions-oriented. Proactiveanticipates customer needs and acts without waiting for direction. Travel requirements Travel varies based on customer needs and project timelines. Expect up to ~30% travel within Canada, sometimes on short notice. Travel may include onsite customer visits, occasional trips to the Waterloo, Ontario office, and industry conferences. ______________________________________________________________________________ What's important to us at Gemini: Make long term investments In people, technology, and customers. What goes around comes around and when possible, we try to pay it forward. Growth through learning Learning is the key to success. We encourage employees to share their expertise and best practices with their peers. That way, we all grow together. Autonomy Our staff operate independently in a decentralized structure. Whenever possible, we provide the independence required to drive growth and success. Trust comes first We believe in full transparency and ongoing communication; if there is a problem, we try to work collaboratively on solutions. ______________________________________________________________________________ Salary Transparency & Total Rewards: Trust Comes First - We aim to be transparent about our pay practices. We post what we reasonably expect to pay for this position at the time of posting, based on factors such as role scope, market data, internal equity, and experience. Beyond base salary, we offer a comprehensive total rewards package that may include health and wellness benefits, paid time off, learning and development opportunities, and other employee programs designed to support your well-being and growth. Base salary range: $100,000$120,000 CAD. This role also participates in an incentive plan tied to services/upsell outcomes. Human-Centered, AI-Supported: We may use AI tools to support and streamline parts of our recruitment process, such as scheduling, application review, and note-taking. AI helps us work more efficiently and consistently, but it never replaces human judgment. All hiring decisions are made by people not machines. Interviews are conducted by real team members who want to get to know you and your experience. AI is used to reduce bias, improve fairness and streamline processes, while keeping human connection and individual stories at the heart of our process. We follow a robust job requisition process at Gemini to ensure that posted jobs are open and available.