Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Foster customer retention and expansion through engagement, support, and showcasing value.

• Take ownership of and cultivate relationships with customers in the Digital and Smart Business Engagement model.

• Guide and assist customers throughout their journey.

• Achieve consistent renewal rates and maintain high customer satisfaction levels.

• Encourage customers to serve as references.

• Create, sustain, and present Customer Journey documentation.

• Record customer-related interactions and updates in Salesforce.

• Observe customer growth and changes in personnel.

• Enhance customers' usage of QAD products.

• Collaborate with global sales executives on customer issues, support escalations, events, and growth strategies.

• Assist with deal execution as necessary, including liaising with the customer's procurement team.

• Inform sales executives about new opportunities within existing accounts and potential new leads.

⛳️ Requirements

• Bachelor’s or Master's degree.

• 3 to 5+ years of experience in sales, project implementation, and/or customer service.

• 2-4 years of experience with ERP/SaaS software is advantageous.

• Proficiency in data analysis and identifying patterns or trends using analytical tools and techniques.

• Capability to extract meaningful insights from data to guide decision-making.

• Skill in persuading peers and obtaining buy-in for proposed changes or initiatives.

• Confidence in articulating thoughts and ideas.

• Ability to provide constructive feedback to team members.

• Active engagement in team meetings and discussions.

• Competence in building rapport with clients and colleagues through active listening and empathy.

• Capacity to manage routine client interactions independently and address common issues or concerns.

• Work authorization is required; sponsorship is not available.

• Flexible availability aligned with customer needs and project milestones.

• Willingness to travel internationally on occasion.

🏝️ Benefits

• Bonus plan.

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Short-term and long-term disability coverage.

• Life insurance.

• Paid time off.

• Parental leave.

• Well-being programs.

• Flexible working hours.

• Opportunity to join a growing organization focused on key growth areas.

• Collaborative work culture.

• Opportunities for professional growth.

• Emphasis on idea-sharing over hierarchical levels.