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QAD · 1 day ago

Sr. Customer Success Manager

Atlanta, GA

Full-time

Hybrid

Senior Level, Lead/Staff

$100K/yr - $135K/yr

8+ years exp

QAD is a world-class SaaS company, and they are seeking a Senior Customer Success Manager to drive revenue retention and growth within their current customer base. The role focuses on increasing customer satisfaction, retention, and upsells while managing relationships across various levels of customer personnel.

Enterprise Resource Planning (ERP)Enterprise SoftwareManufacturingProductivity ToolsSoftwareSupply Chain Management

Culture & Values

Responsibilities

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

Qualification

Enterprise-level software supportCustomer health metricsERP product knowledgeCRM software (Salesforce)Data-driven approachCommunication skillsPresentation skillsRelationship-building skillsPositive attitudeCritical thinking

Required

Bachelor's or Master's degree with 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