Customer Experience Manager

Customer Experience Manager

At Gold Care, we’re on a mission to make healthcare smoother and smarter by 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.

Gold Care is part of the Gemini Group, one of the operating groups within Constellation Software Inc. (CSI). Being under CSI—a global leader in vertical market software—means 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 matters, and you can make a meaningful impact. If you bring a sprinkle of fun into your career, Gold Care is the place to start and thrive.

This is a customer‑facing role that blends customer success and account management with implementation and project delivery. You will lead customer implementations, run projects end‑to‑end, and build robust relationships that drive adoption and renewals. This role is ideal for professionals in Home & Community Care or Long‑Term Care who are looking to take their industry expertise and apply it in a new, customer‑facing career path.

Important: To be considered, you must have direct experience working in Home & Community Care or Long‑Term Care.

• Own the care provider organization’s end‑to‑end experience, driving adoption and renewals.
• Lead Gold Care rollouts/implementations and customer initiatives to successful outcomes.
• Deliver professional services such as training and guidance on configuring and tailoring Gold Care 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.

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 Gold Care or similar systems is an asset.
• Proficiency with Microsoft Office and tools such as Team Support.
• Bachelor’s degree or equivalent experience.
• Project management training or certification is an asset.

Knowledge & Competencies

• High accountability and reliability—able to deliver in shifting priorities.
• High trust—do the right thing for customers without cutting corners.
• Quick learner and analytical thinker—able to absorb complex systems rapidly.
• Highly organized planner—able to prioritize and drive outcomes.
• Strong problem‑solver—resourceful, creative, solutions‑oriented.
• Proactive—anticipates customer needs and acts without waiting for direction.

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.

Base salary range: $100,000–$120,000 CAD. This role also participates in an incentive plan tied to services/upsell outcomes.

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.