Customer Success Manager

Role Overview

• 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 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 (i.e. Gainsight)

Benefits

• Flexible hours that may vary day to day
• Up to 25% domestic travel for customer visits, industry conferences, and QAD meetings
• Occasional international travel