Customer Success Manager

Job Description

The 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 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 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).

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.

This role is a fully remote role located in the UK.

• Serve a selected group of customers as part of a cross-functional account team

• Guide the full-lifecycle customer journey with QAD solutions, from initial deal onward

• Build trusted advisor relationships with executive sponsors and key stakeholders

• Monitor health scores, usage data and other KPIs to proactively address account risk

• Demonstrate ability to meet revenue goals and customer engagement targets

• Conduct Strategic Business Reviews in collaboration with the account team

• Maintain required customer data in QAD systems of record

• Support deal execution as needed, including customers بشكل procurement group

• Responsible for “Customer Journey” artifact development, maintenance; and delivery

• Develop technical and business expertise in QAD’s product and services offerings

• Brief internal stakeholders, including top management, on customer status and issues

• Notify Sales of new leads and opportunities for existing customers

• Apply critical thinking skills to evaluate the implications of analysis results.

• Influence team direction and decision-making processes.

• Anticipate client needs and proactively suggest solutions or additional services.

• Proactively seek opportunities to collaborate with colleagues across different functions.

• Contribute to or lead internal GTM process improvement initiatives

Bachelor’s or Master’s degree with 2+ years of related experience

• Demonstrated success supporting enterprise-level software accounts

• Strong communication, presentation and relationship-building skills

• Data-driven approach to customer health metrics and usage analytics

• Ability to maintain a positive and professional attitude, even under pressure

• Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (Gainsight)

• Secondary European language fluency (French, German)

• Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution.