Principal Customer Response Manager

Job not on LinkedIn

November 14

🏰 Missouri – Remote

Although this job is listed in Missouri, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

👔 Manager

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QAD

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Enterprise • SaaS • Supply Chain

QAD is a company specializing in enterprise resource planning and industrial transformation solutions. Their Adaptive Enterprise platform helps businesses optimize processes, align people with technology, and manage critical business challenges. QAD's offerings include software for manufacturing, inventory management, supply chain planning, quality management, and global trade compliance. Their solutions serve a range of industries, including automotive, consumer products, food and beverage, industrial manufacturing, and more. The company focuses on becoming an adaptive enterprise by integrating advanced scheduling and data-driven insights.

1001 - 5000 employees

Founded 1979

🏢 Enterprise

☁️ SaaS

📋 Description

• Own and manage critical customer account escalations from onset through stabilization and closure. • Act as the single point of accountability within Support for escalated accounts. • Ensure issues are addressed with urgency, structure, and cross-functional alignment. • Drive resolution of critical issues, coordinating closely with Support, Engineering, Cloud Operations, and Product teams. • Ensure proper prioritization of P1 and high-impact cases, enforcing case hygiene, facilitating timely Engineering engagement. • Lead post-escalation reviews to strengthen processes and prevent recurrence. • Deliver clear, structured, and timely communications on escalation status, risks, and next steps to all stakeholders. • Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support. • Collaborate with people managers and business leaders to drive continuous improvement in people, processes, and technology through a closed-loop process by identifying drivers for escalation.

🎯 Requirements

• A Bachelor’s Degree in Information Technology, Computer Science, or a related field. • 5+ years of experience in enterprise product support, technical escalation management, or critical response roles in a SaaS or ERP environment. • Demonstrated ability to own and drive critical account escalations, ensuring cross-functional alignment and rapid resolution. • Proven experience in working closely with Engineering, Product Management, and Customer Success teams to resolve high-impact technical issues. • Strong background in ERP systems (such as QAD, SAP, Oracle ERP, or Dynamics 365) with the ability to understand complex technical landscapes and influence resolution strategies. • Experience coordinating multiple high-priority issues simultaneously under pressure, with clear accountability and customer focus. • Hands-on technical experience in troubleshooting system-level issues, performance optimization, and infrastructure/application dependencies. • Strong understanding of enterprise ERP architecture, system integrations, and infrastructure components. • Proficiency in troubleshooting Unix, Windows, internet, and network environments. • Working knowledge of Progress DBA tasks or similar DB platforms — including monitoring, performance optimization, and backups/restores. • Basic to intermediate SQL and scripting skills (Unix scripting, shell, etc.) to support issue triage and analysis. • Ability to understand and validate technical resolution paths proposed by Support, Engineering, or Cloud Ops teams. • Familiarity with incident and escalation management frameworks and best practices in SaaS or on-prem environments.

🏖️ Benefits

• 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. • 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.