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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 role at QAD is a critical part of QAD’s Go-To-Market organization, focusing on revenue retention and growth within the current customer base. This role drives use case adoption and leads business value demonstration across the customer lifecycle.
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
- ✓Experience in customer service management or related field
- ✓Strong understanding of customer lifecycle and relationship management
- ✓Ability to interact effectively with personnel at all levels, from technical contributors to C-suite executives
- ✓Proficiency in monitoring and analyzing KPIs and health scores
- ✓Experience with QAD systems or similar enterprise software is a plus
- ✓Excellent communication and presentation skills
- ✓Ability to travel up to 25% domestically and occasionally internationally
