Customer Success Manager

Summary

QAD is a global provider of SaaS manufacturing and supply chain solutions. The Customer Success Manager drives customer retention and growth by supporting adoption, demonstrating value, managing customer journeys, and partnering with sales teams on customer opportunities and issues.

Responsibilities

• Ability to meet regular renewal and customer satisfaction targets
• Accountable for driving customers to be referenceable
• Responsible for “Customer Journey” artifact development, maintenance, and delivery
• Responsible for tracking all customer-related interactions and updates in Salesforce
• Monitor customer growth and changes in personnel
• Increase customers’ utilization of QAD products
• Partner with sales executives globally to ensure they are informed about issues, support escalations, events, growth, etc. of assigned customers. -Support deal execution as needed, including the customer's procurement group. -Notify sales executives of new opportunities for existing customers or new leads
• Flexible hours that may vary day to day, based on customer needs and milestones
• Occasional international travel

Skills

• Work authorization requiered/ we do not offer sponsorship
• * Bachelor's or Master's degree with 3 to 5+ years of sales-related experience, project implementation, and/or customer service experience
• * Uses analytical tools and methods to analyze data and identify patterns or trends
• * Draws meaningful insights from data to inform decision-making
• * Persuades peers to adopt new approaches or ideas
• * Gains buy-in from colleagues for proposed changes or initiatives
• * Articulates thoughts and ideas with confidence
• * Provides constructive feedback to colleagues
• * Participates actively in team meetings and discussions
• * Builds rapport with clients through active listening and empathy
• * Handles routine client interactions independently, resolving common issues or concerns
• * Builds rapport with colleagues from other departments through active listening and empathy
• * Promotes cross-functional partnerships in knowledge sharing and best practices
• * Flexible hours that may vary day to day, based on customer needs and milestones
• * Occasional international travel
• 2-4 year ERP/SaaS software experience a plus

Qualifications

Must Haves

• Work authorization requiered/ we do not offer sponsorship
• * Bachelor's or Master's degree with 3 to 5+ years of sales-related experience, project implementation, and/or customer service experience
• * Uses analytical tools and methods to analyze data and identify patterns or trends
• * Draws meaningful insights from data to inform decision-making
• * Persuades peers to adopt new approaches or ideas
• * Gains buy-in from colleagues for proposed changes or initiatives
• * Articulates thoughts and ideas with confidence
• * Provides constructive feedback to colleagues
• * Participates actively in team meetings and discussions
• * Builds rapport with clients through active listening and empathy
• * Handles routine client interactions independently, resolving common issues or concerns
• * Builds rapport with colleagues from other departments through active listening and empathy
• * Promotes cross-functional partnerships in knowledge sharing and best practices
• * Flexible hours that may vary day to day, based on customer needs and milestones
• * Occasional international travel

Nice to Haves

• 2-4 year ERP/SaaS software experience a plus

Benefits

• 100% remote work in the US
• Programs that help you strike a healthy work life balance
• Bonus plan
• Medical, dental and vision coverage
• 401(k) plan with company match
• Short-term and long-term disability coverage
• Life insurance
• Paid time off
• Parental leave
• Well-being programs
• Collaborative culture of smart and hard-working people who support one another to get the job done
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy