Principal Customer Success Manager

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

The Principal Customer Success Manager's role at QAD is to drive customer retention and growth via adoption, support, and value demonstration. The Principal CSM will be responsible for the ownership and ongoing development of customers using a High-Business Engagement model. This development includes successfully nurturing and supporting customers throughout the customer journey.

What you will do:

• Ability to meet regular renewal and customer satisfaction targets.
• Accountable for driving customers to be referenceable
• Responsible for “Customer Journey” artifact development,  maintenance, and delivery
• Accountable for tracking all customer-related interactions and updates in Salesforce
• Monitor customer growth and changes in personnel
• Increase customer’s utilization of QAD products
• 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 customer procurement group. -Notify sales executives of new opportunities for existing customers or new leads.
• A subject matter expert (SME) who provides mentoring to others on the CS Team.

Qualifications

What you need:

• Requires a minimum of 12 years of sales, project management and/or customer service experience.
• A Bachelor’s degree; 5 years of ERP/SaaS experience.
• Track record of successfully managing complex customer relationships in the SaaS/ Technology industry. C level engagement experience.
• Technical skills: Working knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (ie Gainsight)

Additional Information

• Salary range: $155,000 USD - $168,000 USD
• 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.
• The 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

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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