Senior Customer Success Manager

November 27

🌽 Illinois – Remote

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

💵 $100k - $135k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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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 a selected group of customers as part of a cross-functional account team• Guide the full-lifecycle customer journey with QAD solutions, from initial deal onward• Build trusted advisor relationships with executive sponsors and key stakeholders• Monitor health scores, usage data and other KPIs to proactively address account risk• Demonstrate ability to meet revenue goals and customer engagement targets• Conduct Strategic Business Reviews in collaboration with the account team• Maintain required customer data in QAD systems of record• Support deal execution as needed, including customers procurement group• Responsible for “Customer Journey” artifact development, maintenance; and delivery• Develop technical and business expertise in QAD’s product and services offerings• Brief internal stakeholders, including top management, on customer status and issues• Notify Sales of new leads and opportunities for existing customers• Apply critical thinking skills to evaluate the implications of analysis results• Influence team direction and decision-making processes• Anticipate client needs and proactively suggest solutions or additional services• Proactively seek opportunities to collaborate with colleagues across different functions• Contribute to or lead internal GTM process improvement initiatives

🎯 Requirements

• Bachelor’s or Master's degree• 8+ years of related experience• Demonstrated success supporting enterprise-level software accounts• Strong communication, presentation and relationship-building skills• Data-driven approach to customer health metrics and usage analytics• Ability to maintain a positive and professional attitude, even under pressure• Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (ie Gainsight, ChurnZero)• Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution.

🏖️ Benefits

• Health and well being programs• Medical, dental and vision coverage• 401(k) plan with company match• Short-term and long-term disability coverage• Life insurance• Paid-time off• Parental leave• Well-being programs• Flexible hours