Customer Success Manager

QAD is a global leader in next-generation SaaS manufacturing and supply chain solutions. The Customer Success Manager role focuses on driving customer retention and growth by supporting customers throughout their journey and ensuring they derive maximum value from QAD's products.

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

Requirements:

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