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QAD

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4.0

based on 63 Reviews

15 QAD Jobs

Customer Success Manager- Supply Chain or ERP Experience Mandatory

QAD India Pvt Ltd

4.0

based on 63 Reviews

4-9 years

Mumbai

1 vacancy

Customer Success Manager- Supply Chain or ERP Experience Mandatory

QAD

posted 10hr ago

Job Role Insights

Flexible timing

Key skills for the job

Salesforce Analytical Chemistry ERP Systems Operational Excellence Time Management QAD

+ 2 more

Job Description

QAD is seeking a highly motivated and experienced Senior Customer Success Manager (Sr. CSM) to join our dynamic team. As a Sr. CSM, you will play a critical role in ensuring our customers achieve maximum value from their investment in QAD solutions. You will serve as a trusted advisor, guiding customers throughout their journey with QAD, from onboarding and adoption to expansion and renewal. This role requires a strategic thinker passionate about customer success, a deep understanding of SaaS customer engagement, and a proven track record of building strong customer relationships.

The Sr. CSM will drive additional value for the customer by proposing new items in the form of additional products or scope, increased users, upgrades, and services to install base customers. In addition, they will serve as an executive escalation resource, a primary information source for the install base customers, and a customer liaison for all QAD functions - Services, support, R&D, and sales.

Responsibilities:

Drive Customer Success:
- Develop and execute comprehensive Customer Success Plans tailored to individual customer needs and business objectives.
- Proactively monitor customer health, identify potential risks, and implement mitigation strategies.
- Conduct regular Strategic Business Reviews to assess progress, align priorities, and uncover new opportunities.
- Champion customer adoption of QAD solutions by driving the creation and execution of effective adoption plans.
- Ensure customers realize tangible business value and achieve desired outcomes from their QAD investment.
Build Strong Customer Relationships:
- Cultivate trusted advisor relationships with key customer stakeholders, including executive sponsors.
- Serve as the primary point of contact for assigned accounts, providing exceptional support and guidance.
- Proactively engage with customers through various channels, including on-site visits, phone/video calls, webinars, and online communities.
- Act as a customer advocate within QAD, effectively communicating customer feedback and needs to internal teams.

Drive Growth and Expansion:
- Identify and pursue opportunities to expand customer usage of QAD solutions and services.
- Collaborate with sales and marketing teams to develop and execute targeted upsell and cross-sell strategies.
- Proactively generate leads for new business opportunities within existing accounts.
Operational Excellence:
- Maintain accurate and up-to-date customer records and documentation.
- Contribute to the development and refinement of customer success methodologies and best practices.
- Actively participate in internal knowledge sharing and team collaboration.
- Serves as customer liaison for all QAD functions - Renewals, Services, Support, R&D, and Sales.

8+ years of experience in a customer-facing role within the software industry, preferably in ERP or supply chain solutions.
Proven track record of successfully managing and growing a portfolio of enterprise accounts

Employment Type: Full Time, Permanent

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