Customer Success Manager

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

📋 Description

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

• Consistently achieve renewal rates and customer satisfaction objectives.

• Encourage customers to become reference accounts.

• Create, maintain, and deliver artifacts related to the Customer Journey.

• Record all interactions and updates related to customers in Salesforce.

• Observe customer growth and any personnel changes.

• Enhance customer utilization of QAD products.

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

• Assist with deal execution as necessary, including coordination with customer procurement teams.

• Inform sales executives about opportunities with current customers and new prospects.

• Adapt work hours to align with customer needs and important milestones.

• Travel internationally on occasion.

⛳️ 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.

• Proven ability to meet renewal and customer satisfaction goals.

• Skills to analyze data and recognize patterns or trends using analytical tools and methods.

• Capability to derive meaningful insights from data to inform decision-making.

• Proficiency in persuading peers and securing support for proposed changes or initiatives.

• Ability to clearly articulate thoughts and ideas.

• Competence in providing constructive feedback.

• Active involvement in team meetings and discussions.

• Capacity to build rapport with clients through active listening and empathy.

• Ability to independently manage routine client interactions and resolve common issues.

• Skill in establishing rapport with colleagues across various departments.

• Ability to foster cross-functional partnerships for knowledge sharing and best practices.

• Work authorization in the United States is required.

• Sponsorship is not available from the employer.

• Flexible availability based on customer needs and project milestones.

• Willingness to travel internationally on occasion.

🏝️ Benefits

• Bonus plan.

• 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.

• Flexible hours.

• Opportunities for growth and professional development.

• Collaborative culture.

• Opportunities for international travel.