Customer Success Manager

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

📋 Description

• Enhance customer retention and drive growth by facilitating adoption, support, and showcasing value.

• Take ownership of and cultivate relationships with Digital and Smart Business Engagement model clients.

• Guide and assist customers throughout their entire journey.

• Achieve renewal rates and maintain high customer satisfaction levels.

• Encourage customers to become advocates and references.

• Create, sustain, and present Customer Journey documentation.

• Record all customer-related communications and updates within Salesforce.

• Observe customer growth and any changes in personnel.

• Boost customers’ utilization of QAD products.

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

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

• Inform sales executives of new opportunities and leads arising from existing clients.

• Adapt work hours according to customer needs and critical milestones.

• Occasionally travel internationally.

⛳️ Requirements

• Bachelor’s or Master's degree required.

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

• Experience with ERP/SaaS software for 2-4 years is advantageous.

• Must possess work authorization; QAD does not provide sponsorship.

• Proven ability to meet regular renewal and customer satisfaction objectives.

• Proficient in analyzing data to identify patterns or trends using various analytical tools.

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

• Skilled in persuading colleagues and securing support for proposed changes or initiatives.

• Ability to express thoughts and ideas confidently.

• Competence in providing constructive feedback.

• Active engagement in team meetings and discussions.

• Proficient 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.

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

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with company matching contributions.

• Coverage for short-term and long-term disabilities.

• Life insurance benefits.

• Paid time off for employees.

• Parental leave support.

• Well-being programs available.

• Flexible work hours.

• Opportunity to be part of a growing business focused on key growth segments.

• A culture of collaboration.

• Opportunities for growth and career advancement.

• Occasional travel internationally.