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SeniorFull-timeRustGo
Salary Range
$49,725 - $67,275 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Customer Service Manager (CSM) role at QAD is a critical part of QAD’s Go-To-Market organization, focusing on revenue retention and growth within our current customer base. The CSM will drive use case adoption and lead business value demonstration across the customer lifecycle, working to increase satisfaction, retention, renewals, references and upsells for their product portfolio.
Key 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.
Requirements
- ✓Flexible hours that may vary day to day, based on customer needs and milestones
- ✓Up to 25% domestic travel, for customer visits, industry conferences and QAD meetings
- ✓Occasional international travel
