Customer Success Manager- Supply Chain or ERP Experience Mandatory

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.    

QAD is seeking a highly motivated and experienced Senior Customer Success Manager (Sr. CSM) to join our dynamic team. As a Sr. CSM, you will play a critical role in ensuring our customers achieve maximum value from their investment in QAD solutions. You will serve as a trusted advisor, guiding customers throughout their journey with QAD, from onboarding and adoption to expansion and renewal. This role requires a strategic thinker passionate about customer success, a deep understanding of SaaS customer engagement, and a proven track record of building strong customer relationships.

The Sr. CSM will drive additional value for the customer by proposing new items in the form of additional products or scope, increased users, upgrades, and services to install base customers. In addition, they will serve as an executive escalation resource, a primary information source for the install base customers, and a customer liaison for all QAD functions - Services, support, R&D, and sales. 

Responsibilities:

• Drive Customer Success:

  • Develop and execute comprehensive Customer Success Plans tailored to individual customer needs and business objectives.

  • Proactively monitor customer health, identify potential risks, and implement mitigation strategies.

  • Conduct regular Strategic Business Reviews to assess progress, align priorities, and uncover new opportunities.

  • Champion customer adoption of QAD solutions by driving the creation and execution of effective adoption plans.

  • Ensure customers realize tangible business value and achieve desired outcomes from their QAD investment.

• Build Strong Customer Relationships:

  • Cultivate trusted advisor relationships with key customer stakeholders, including executive sponsors.

  • Serve as the primary point of contact for assigned accounts, providing exceptional support and guidance.

  • Proactively engage with customers through various channels, including on-site visits, phone/video calls, webinars, and online communities.

  • Act as a customer advocate within QAD, effectively communicating customer feedback and needs to internal teams.

• Drive Growth and Expansion:

  • Identify and pursue opportunities to expand customer usage of QAD solutions and services.

  • Collaborate with sales and marketing teams to develop and execute targeted upsell and cross-sell strategies.

  • Proactively generate leads for new business opportunities within existing accounts.

• Operational Excellence:

  • Maintain accurate and up-to-date customer records and documentation.

  • Contribute to the development and refinement of customer success methodologies and best practices.

  • Actively participate in internal knowledge sharing and team collaboration.

  • Serves as customer liaison for all QAD functions - Renewals, Services, Support, R&D, and Sales.  

• 8+ years of experience in a customer-facing role within the software industry, preferably in ERP or supply chain solutions.

• Proven track record of successfully managing and growing a portfolio of enterprise accounts.

• Deep understanding of SaaS customer engagement models and best practices.

• Strong business acumen and ability to translate customer needs into actionable solutions.

• Excellent communication, presentation, and interpersonal skills, with the ability to effectively engage with all levels of stakeholders.

• Strong analytical and problem-solving skills.

• Proactive, self-motivated, and results-oriented.

• Bachelor's degree in a relevant field.

• CCSM or equivalent certifications are a plus.

• Ideal Candidate Profile:

• You are passionate about customer success and thrive in a fast-paced environment.

• You are a strategic thinker with a strong ability to build relationships and influence outcomes.

• You are a proactive problem solver who enjoys finding creative solutions to customer challenges.

• You are a team player with a strong work ethic and a commitment to excellence.

• Strong presentation skills, superior communication (oral & written) skills; must be able to communicate for impact and motivate the customer to take action.   

• Strong organizational/time management skills and the ability to manage multiple priorities simultaneously in a fast-paced environment with little direction.

• Goal-oriented and a passion for driving business outcomes.

• Ability to adapt to a flexible work schedule, including potential shift work, to effectively support our global customer base.

• 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

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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. 

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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