Job Description
The Senior Customer Service Manager (CSM) role at QAD is a critical part of QAD’s Go-To-Market organization, focusing on revenue retention and growth within our current customer base. The Sr CSM will drive use case adoption and lead business value demonstration across the customer lifecycle, working to increase satisfaction, retention, renewals, references and upsells for their product portfolio. The Sr CSM is expected to interact appropriately with customer personnel at all different levels, from technical contributors to C-suite executives, and leverage appropriate resources inside across QAD functions to maintain overall customer health. Success in this role will be measured and rewarded by key performance metrics including renewal (GRR) and upsell (NRR), customer engagement (NPS, conference attendance, referenceability) and key milestones ( adoption of new products).
Depending on the experience of the final candidate this maybe either regular customer success role or senior.
Availability and Travel:
Flexible hours that may vary day to day, based on customer needs and milestones.
Up to 25% domestic travel, for customer visits, industry conferences and QAD meetings.
Occasional international travel.
What will you do:
1. Serve a selected group of customers as part of a cross-functional account team
2. Guide the full-lifecycle customer journey with QAD solutions, from initial deal onward
3. Build trusted advisor relationships with executive sponsors and key stakeholders
4. Monitor health scores, usage data and other KPIs to proactively address account risk
5. Demonstrate ability to meet revenue goals and customer engagement targets
6. Conduct Strategic Business Reviews in collaboration with the account team
7. Maintain required customer data in QAD systems of record
8. Support deal execution as needed, including customers procurement group
9. Responsible for “Customer Journey” artifact development, maintenance; and delivery
10. Develop technical and business expertise in QAD’s product and services offerings
11. Brief internal stakeholders, including top management, on customer status and issues
12. Notify Sales of new leads and opportunities for existing customers
13. Apply critical thinking skills to evaluate the implications of analysis results.
14. Influence team direction and decision-making processes.
15. Anticipate client needs and proactively suggest solutions or additional services.
16. Proactively seek opportunities to collaborate with colleagues across different functions.
17. Contribute to or lead internal GTM process improvement initiatives
Qualifications
18. Bachelor’s or Master's degree with 8+ years of related experience
Must Have:
19. Demonstrated success supporting enterprise-level software accounts
20. Strong communication, presentation and relationship-building skills
21. Data-driven approach to customer health metrics and usage analytics
22. Ability to maintain a positive and professional attitude, even under pressure
23. Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform ( Gainsight)
Nice to Have:
24. Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution.
25. Secondary European language fluency (French, German)
Additional Information