Customer Success Manager (EMEA)

QAD is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. The Customer Success Manager is responsible for being the primary point of contact for QAD Redzone customers, providing expertise and support, and ensuring their continued success post-deployment, with a focus on customer support and retention within the EMEA Market.

Responsibilities:

• Be a technical expert in Redzone software and coaching in order to serve as a resource for customers
• Travels to various customers sites each week to provide leadership and coaching to teams
• Complete success visits to support customers and their usage of Redzone, often finding ways to re-engage teams quickly
• Builds strong and trusted relationships with senior leaders in the customer community
• Recognizes customers’ needs and influences to facilitate upsell processes and activity
• Helps identify and support retention risk and opportunities to mitigate
• Provides oversight and support for ~100 customers at a time
• Leads regional community networking events
• Support broader Coaching Team and assist with customer deployments as needed

Requirements:

• Strong Redzone user, well versed in all the features and capabilities of the application (Productivity, Compliance, Reliability, Learning)
• Well versed Analytics user
• Strong listening skills to understand customer needs
• Strong commercial acumen in order to support customer needs and where Redzone can add value or prescribe other services
• Experience using Overall Equipment Effectiveness (OEE) and its components in driving production results and continuous improvement
• Ability to plan, organize, and function effectively in a dynamic environment, addressing multiple demands of internal teams and customers. Able to juggle multiple projects while wearing many hats
• Ability to develop and maintain strong relationships with customers and internal teams
• Strong written and verbal communication skills including presenting to various audiences
• Ability to manage time effectively and to work in a high paced, high growth environment
• Degree in Engineering, Manufacturing, Business Management and Leadership, or similar
• Experience working in direct hands-on manufacturing-previous roles like Operations Manager, Production Supervisor, and Continuous Improvement Manager, preferably within the food and beverage industry
• Experience leading operations and teams within a manufacturing plant environment
• Programmable Logic Controller (PLC) experience and familiarity is a plus, but not required