Company Description
QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.
We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.
Job Description
QAD has an exciting opportunity for a Customer Success Manager (CSM). This position responsibilities will include ownership and ongoing development of Enterprise Customer Accounts, post sale. This development includes successfully nurturing and supporting customers throughout the Design Build Test and Deploy cycles, as well as during Run at Rate and future opportunity.
What you’ll do:
- Development of account scheduling, leading and participating in the following includes:
- Accountable for driving subscription renewals
- Accountable for driving Customer Satisfaction Metrics
- Accountable for driving customer to be referenceable
- Proactive Executive Communication with customer
- Responsible for “Customer Journey” artifact development and maintenance; account plan development
- Responsible for “Customer Success Dashboard” updates
- Responsible for tracking all customer related interactions in appropriate software (Salesforce)
- Monitor customer growth and changes in personnel
- Increase customer’s utilization of QAD products
- The CSM will drive additional value for the customer by proposing new items in the form of additional products or scope, including increased users, upgrades and services to install base customers.
- In addition, they will serve as an executive escalation resource, as well as a primary information source for installed based customers.
- Serves as customer liaison for all QAD functions - Services, Support, R&D, Sales. They are the executive SPOC for the client.
- 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 customers procurement groups.
- Notify sales executives of new opportunities in existing customers or new leads. Keep a record of each customer’s organization showing growth, changes, decision-makers, etc.
- Maintain customer relations/satisfaction: Answer questions from customers, sending out information or referring the customer to other internal resources as needed; schedule meetings for sales calls with customers; alert management of possible use of unlicensed QAD software at customer sites or of possible customer satisfaction issues; network with customers for new sales leads.
- Work with Marketing on proactive communication, webinars, lead gen to the installed base.
- Communicate the Value of Support to customers and help identify customers At Risk.
- Create referenceable customers
Qualifications
- BA or BS. Relevant fields of study can include and are not limited to: Engineering, Manufacturing, Organizational Leadership/Management, Supply Chain Management, Business Management.
- Manufacturing experience preferably with ERP or MES or PLM software
- Strong level of executive presence and also willing to dig into details to support vision and mission - ERP implementation experience is preferred
- Experience with executive presentations and escalations; a dynamic and firm presence in an extremely high impact environment
- Strong communication through phone and call handling skills required.
- Strong presentation skills, superior communication (oral & written) skills; must be able to communicate for impact and motivate the customer to take action.
- Must have the ability to manage multiple tasks required.
- Must have demonstrable knowledge of business functions and be willing to grow to learn additional functions.
- Strong organizational behaviors which include planning and follow up, people service aptitude and ability, able to manage multiple priorities, builds strong relationships.
- Ability to travel up to 15% of the time
Additional Information
- Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
- Opportunity to join a growing business, launching into its next phase of expansion and transformation.
- Collaborative culture of smart and hard-working people who support one another to get the job done.
- An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
- Compensation packages based on experience and desired skill set
Compensation Package:
- Base pay range: $100,000 - $110,000 USD Annual (12 Months)
- Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity
- This position is also eligible for an annual company performance bonus
- U.S. benefits package includes medical, dental and vision coverage, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, paid-time off, parental leave, and well-being programs
About QAD:
QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.
QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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