Senior Customer Success Manager

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment. 

Job Description

Role:  Senior Customer Success Manager

Location: Remote (WFH)

Experience: 5+ years experience working in Supply Chain and/or ERP domain is Mandatory

Shifts: 2 pm IST to 11 pm IST (should be flexible when required)

The Customer Success Manager - Digital - will be primarily responsible for the ownership and ongoing development of Small and Medium Business( SMB) Enterprise Customer Accounts, post sale. This development includes successfully nurturing and supporting customers throughout the Design Build Test and Deploy cycles, as well as during Run at Rate and future opportunity. .

Development of account scheduling, leading and participating in the following includes:

• Accountable for driving subscription renewals
• Accountable for driving Customer Satisfaction Metrics
• Accountable for driving SMB customer to be referenceable
• Proactive Executive Communication with customer
• Responsible for “Customer Journey” artifact development and maintenance; account plan development
• Responsible for “Customer Success Dashboard” updates
• Monitor customer growth and changes in personnel
• Increase customer’s utilization of QAD products

The primary method of communication with the customers will be through email, webforms, or chat products. There will be some live interaction via online google meets, phone calls, or other similar interaction if there is business reason to do so. Therefore, a high level of proficiency in written and verbal communication in English is needed.

The CSM will drive additional value for the customer by proposing new items in the form of additional products or scope, including increased users, upgrades and services to install base customers. 

In addition, they will serve as an executive escalation resource, as well as a primary information source for installed based customers. Serves as customer liaison for all QAD functions - Services, Support, R&D, Sales. They are the executive SPOC for the client.

Responsibilities:

• Primary point of contact with SMB Enterprise Customer Accounts globally, discussing their business and obtaining information on personnel, growth, etc. Solicit decision-makers on needs for additional licenses, upgrades, or services for software and generate revenue. Create and Maintain the overall Customer Journey artifacts. Cultivate customer satisfaction. Work to understand customer growth and future user potential. Using the information obtained, the CSM must understand the best approach and use judgment to make the sale to customers. Ability to meet regular renewal and customer satisfaction targets.

• 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 customers procurement group. Notify sales executive of new opportunities in existing customers or new leads. Keep a record of each customers organization showing growth, changes, decision-makers, etc.

• Maintain customer relations/satisfaction: Answer questions from customers, sending out information or referring the customer to other internal resources as needed; schedule meetings for sales calls with customers; alert management of possible use of unlicensed QAD software at customer sites or of possible customer satisfaction issues; network with customers for new sales leads.

• Work with Marketing on proactive communication, webinars, lead gen to the installed base. Ability to communicate Value of Support to customers and help identify customers At Risk. Create referenceable customers

Qualifications

• Bachelor’s degree in Business, Marketing or equivalent. Significant, relevant hands on business experience can also qualify this area
• 5+ years of hands-on business or business facing experience as an Information Technology Business Analyst or Consultant, demonstrating growing levels of responsibility. 
• Experience with executive presentations and escalations; a dynamic and firm presence in an extremely high impact environment; strong level of executive presence and also willing to dig into details to support vision and mission - ERP implementation experience is preferred
• Working knowledge of Excel, PowerPoint and Word, Salesforce preferred
• Strong communication through telephone and call handling skills required.
• Strong presentation skills, superior communication (oral & written) skills; must be able to communicate for impact and motivate the customer to take action.
• Must have the ability to manage multiple tasks required.
• Must have demonstrable knowledge of business functions and be willing to grow to learn additional functions. 
• Strong organizational behaviors which include planning and follow up, people service aptitude and ability, able to manage multiple priorities, builds strong relationships.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• 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.
• Compensation packages based on experience and desired skill set

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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