Customer Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Enhance customer retention and drive growth through effective adoption, support, and value demonstration.

• Take ownership of developing and managing relationships with Digital and Smart Business Engagement model customers.

• Provide nurturing support to customers throughout their entire journey.

• Achieve regular targets for customer renewals and satisfaction.

• Encourage customers to become referenceable advocates for our services.

• Create, maintain, and present Customer Journey artifacts.

• Document customer-related interactions and updates within Salesforce.

• Track customer growth and changes within personnel.

• Increase the utilization of QAD products by customers.

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

• Assist in deal execution as necessary, coordinating with the customer's procurement team.

• Inform sales executives about new opportunities for existing clients and potential leads.

• Be adaptable with work hours based on customer needs and project milestones.

• Occasionally travel internationally as required.

⛳️ 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.

• Work authorization is necessary; sponsorship is not available.

• Proficient in analyzing data and recognizing patterns or trends using analytical tools and techniques.

• Capable of deriving meaningful insights from data to guide decision-making processes.

• Skilled in persuading peers and securing buy-in for proposed changes or initiatives.

• Able to express thoughts and ideas confidently.

• Proficient in providing constructive feedback.

• Actively participate in team meetings and discussions.

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

• Capable of independently managing routine client interactions and resolving common issues or concerns.

• Promote cross-functional collaboration in knowledge sharing and best practices.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• 401(k) plan with company match.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance.

• Paid time off.

• Parental leave.

• Well-being programs.

• Bonus plan.

• Flexible hours.

• Opportunities for growth and professional development.

• Collaborative culture.

• Occasional international travel.