Senior Customer Service Delivery Manager

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November 14

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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

• Serve as a strategic partner and trusted advisor for assigned QAD Cloud customers. • Strengthen client relationships by proactively anticipating needs and delivering consistent, high-value interactions. • Conduct regular service reviews with customers and ensure documentation is maintained on the Cloud Portal. • Engage key QAD stakeholders with customer to resolve customer concerns & issues. • Provide guidance on compliance requirements and standard operating processes. • Oversee Cloud project implementations, supporting project management activities to ensure successful Go-Lives. • Onboarding of customer on QAD Cloud & Standard Operating Procedures. • Engage & drive the customer to be on latest version of QAD to deliver the value. • Ensure smooth service delivery through proactive monitoring of customer escalations and risk management to the permanent resolution to accomplish utmost customer satisfaction. • Collaborate cross functionally to deliver the resolutions to the customer. • Drive permanent remedial action implementation to address root causes. • Actively contribute to customer experience enhancement and continuous improvement initiatives across the Customer Success organization. • Identify and mitigate risks or barriers that could impact customer outcomes or business objectives.

🎯 Requirements

• Bachelor’s degree with 8+ years of related experience, or Master’s degree with 6+ years, or PhD with 3+ years, or equivalent relevant experience. • Experience at this level typically requires departmental review for entry, reflecting the seniority and scope of the role. • English: Bilingual/ conversational. • Preferred Certifications PMP (Project Management Professional) • ITIL Certification • Cloud Foundation Certifications (AWS, Google, EXIN) • Strong understanding of ERP lifecycle phases, including go-live support. • Proficient with Google Workspace and Smartsheets (or equivalent project management tools). • Solid knowledge of cloud computing, compliance frameworks, and operational concepts. • Proven expertise in project implementation planning, project management, and operations management methodologies.

🏖️ 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.