QAD

Senior Customer Success Manager

QAD

full-time

Posted on:

Location Type: Remote

Location: Remote • Illinois • 🇺🇸 United States

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Salary

💰 $100,000 - $135,000 per year

Job Level

Senior

Tech Stack

ERP

About the role

  • 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 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

Requirements

  • Bachelor’s or Master's degree
  • 8+ 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 (ie Gainsight, ChurnZero)
  • Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution.
Benefits
  • Health and well being programs
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
QAD solutionsdata analysiscustomer health metricsusage analyticsERP product domainsManufacturingFinanceDistributionSupply Chain PlanningSupplier Relationship Management
Soft skills
communication skillspresentation skillsrelationship-building skillscritical thinkinginfluencecollaborationproblem-solvingcustomer engagementproactive approachpositive attitude
Certifications
Bachelor's degreeMaster's degree