The Customer Service Manager (CSM) role at QAD is a critical part of QAD’s Go-To-Market organization, focusing on revenue retention and growth within our current customer base. The CSM will drive use case adoption and lead business value demonstration across the customer lifecycle, working to increase satisfaction, retention, renewals, references and upsells for their product portfolio. The CSM is expected to interact appropriately with customer personnel at all different levels, from technical contributors to C-suite executives, and leverage appropriate resources inside across QAD functions to maintain overall customer health. Success in this role will be measured and rewarded by key performance metrics including renewal (GRR) and upsell (NRR), customer engagement (NPS, conference attendance, referenceability) and key milestones (e.g. adoption of new products).
Availability and Travel:
Flexible hours that may vary day to day, based on customer needs and milestones.
Up to 25% domestic travel, for customer visits, industry conferences and QAD meetings.
Occasional international travel.
The role is fully remote located in the UK.
What will you do:
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