Customer Success Manager
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Job Description
Customer Success Manager driving retention, renewals, and product adoption for manufacturers using QAD’s intelligent SaaS manufacturing and supply-chain platform.
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 renewal and customer satisfaction targets
- Drive customers to become referenceable
- Develop, maintain, and deliver Customer Journey artifacts
- Track all customer-related interactions and updates in Salesforce
- Monitor customer growth and changes in personnel
- Increase customers’ utilization of QAD products
- Partner with global sales executives regarding customer issues, support escalations, events, and growth
- Support deal execution, including coordination with customers’ procurement groups
- Notify sales executives of new opportunities and leads from existing customers
- Work flexible hours based on customer needs and milestones
- Travel internationally occasionally
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 a plus
- Work authorization required; QAD does not offer sponsorship
- Ability to meet regular renewal and customer satisfaction targets
- 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
- 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
- Ability to promote cross-functional partnerships in knowledge sharing and best practices
Benefits:
- 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
- Occasional international travel
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