Customer Success Manager
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Job Description
Customer Success Manager driving adoption, renewals, and growth for QAD’s SaaS manufacturing and supply chain solutions. Managing customer journeys, Salesforce engagement tracking, and global sales partnerships.
Responsibilities:
- Drive customer retention and growth through adoption, support, and value demonstration
- Own and develop Digital and Smart Business Engagement model customers
- Nurture and support customers throughout the customer journey
- Meet regular renewal and customer satisfaction targets
- Drive customers to become referenceable
- Develop, maintain, and deliver Customer Journey artifacts
- Track customer-related interactions and updates in Salesforce
- Monitor customer growth and personnel changes
- Increase customers’ utilization of QAD products
- Partner with global sales executives regarding customer issues, support escalations, events, and growth
- Support deal execution as needed, including coordination with the customer’s procurement group
- Notify sales executives of new opportunities for existing customers and new leads
Requirements:
- Bachelor’s or Master's degree
- 3 to 5+ years of sales-related experience, project implementation, and/or customer service experience
- 2-4 year ERP/SaaS software experience is a plus
- Ability to analyze data and identify patterns or trends using analytical tools and methods
- Ability to draw meaningful insights from data to inform decision-making
- Ability to persuade peers and gain buy-in for proposed changes or initiatives
- Ability to articulate thoughts and ideas with confidence
- Ability to provide constructive feedback to colleagues
- Active participation in team meetings and discussions
- Ability to build rapport with clients and colleagues through active listening and empathy
- Ability to handle routine client interactions independently and resolve common issues or concerns
- Work authorization required; sponsorship not offered
- Flexible availability based on customer needs and milestones
- Occasional international travel
Benefits:
- 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
- Flexible hours
- Opportunity to join a growing business focused on key growth segments
- Collaborative culture
- Growth and opportunity
- Idea-sharing prioritized over level or hierarchy
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