General Manager 

Goldcare 

Mission:  

You will be overseeing Goldcare, a provider of home care and long term care software. The role will be focused on (1) understanding the needs of the customer base, (2) developing a new product roadmap and delivering against it, and (3) imposing a strong sense of accountability within the team for customer success. The General Manager will and work closely with all areas of the business and will report directly to a Group Leader. 

Outcomes:  

Assess and grow the team 

• Understand and assess the quality and effectiveness of the company’s resources in both the offshore and onshore teams. Recommend and implement changes to personnel as required to meet goals. 

Continuously improve the product 

• Continuously improve quality of existing products (reducing defects and number of tickets). 

• Improve quality of each product, resulting in a reduction in the overall number of support tickets and the number of reported software defects. 

• Enhance throughput by reducing programmer and QA return rates. 

Develop and deliver the product roadmap 

• Develop and own product roadmap based on current state of product and list of customer requirements and demands.  

• Product roadmap should be based on: 

• Regulatory and security items; 

• Recurring issues which are driving support ticket volume; and  

• Ideas sourced from competitive analysis and customer feedback. 

• To the extent certain customers are willing to pay additional fees to fast track development projects, the General Manager must navigate these requests without significantly delaying the product roadmap. 

Build strong customer relationships 

• Develop relationships with customers to understand their needs.  

• It will be important to develop relationships with the largest and most vocal customers to ensure the roadmap addresses their needs and ensure renewals. 

• It is expected that the General Manager will visit key customers at least once per year 

Demonstrate executive leadership 

• Lead the company’s senior management team. 

• Collaborate with the leadership team to establish the long-term vision of the company. 

• Deliver on corporate reporting requirements. 

Continue to maintain relevance in market place 

• Take an active role in guiding marketing activities to maintain customer engagement 

• Provide ideas for new marketing content highlighting new features/modules 

• Attend relevant industry conferences 

• Suggest events such as user conferences 
   

Competencies:  

• General 

• Customer Centric 

• Pro-active  

• Analytical 

• Strong sense of urgency  

• Strategic and long-term thinker 

• Ability to recognize, hire and retain A players 

• Receptive to constructive criticism and ideas 

• Strong communicator  

• Specific 

• Demonstrated experience leading projects to deliver new solutions and bring them to market 

• Ability to communicate complex ideas and solutions to both business and technical audiences with ease 

• Strong problem-solving skills with an ability to identify key issues, structure analysis, develop solid business cases and provide recommendations effectively  

• Excellent presentation skills  

Location: Virtual 

Travel: ~10% of the time