Customer Success Manager

Job Summary

Driving customer retention and growth, the full-time remote Customer Success Manager will own and develop relationships with Digital and Smart Business Engagement model customers while ensuring adoption, support, and value demonstration throughout the customer journey.

Key responsibilities

• Meet regular renewal and customer satisfaction targets while increasing customer utilization of QAD products
• Develop and maintain Customer Journey artifacts and track all customer-related interactions in Salesforce
• Collaborate with global sales executives to address customer issues, support escalations, and identify new opportunities

Required qualifications

• Bachelor's or Master's degree with 3 to 5+ years of sales-related, project implementation, or customer service experience
• 2-4 years of ERP/SaaS software experience preferred
• Proficiency in using analytical tools to analyze data and identify trends
• Ability to persuade peers and gain buy-in for new initiatives
• Experience in building rapport with clients and colleagues through active listening and empathy