QAD

Senior Customer Success Manager – ERP

QAD

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

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 with 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 (i.e. Gainsight)
Benefits
  • Occasional travel to physical office
  • Flexible hours that may vary day to day
  • Up to 25% domestic travel for customer visits, industry conferences, and QAD meetings
  • Occasional international travel
Applicant Tracking System Keywords

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

Hard Skills & Tools
QAD solutionscustomer journey managementdata analysisKPI monitoringaccount risk managementstrategic business reviewsartifact developmententerprise-level software supportusage analyticsGTM process improvement
Soft Skills
communication skillspresentation skillsrelationship-buildingcritical thinkinginfluenceproactive problem-solvingcollaborationpositive attitudeprofessionalismteam direction
Certifications
Bachelor's degreeMaster's degree