The Customer Service Delivery Manager (CSDM) is responsible for ensuring optimized and uninterrupted service delivery for QAD鈥檚 moderate, large, and enterprise cloud customers.
Acting as a trusted advisor, the CSDM builds strong client relationships, anticipates customer needs, and orchestrates seamless collaboration across Cloud PMO, Global Support, Cloud Operations, and Services.
This role plays a critical part in driving customer satisfaction, compliance, and successful project outcomes, while contributing to QAD鈥檚 continuous improvement culture.
Please Note:
This position would require to supporting the EMEA customer time zone from Mumbai, India. (Between 11 AM - 11 PM)
Key Responsibilities:
Customer Relationship Management
Serve as a strategic partner and trusted advisor for assigned QAD Cloud customers.
Strengthen client relationships by proactively anticipating needs and delivering consistent, high-value interactions.
Conduct regular service reviews with customers and ensure documentation is maintained on the Cloud Portal.
Engage key QAD stakeholders with customer to resolve customer concerns & issues
Provide guidance on compliance requirements and standard operating processes.
Oversee Cloud project implementations, supporting project management activities to ensure successful Go-Lives.
Onboarding of customer on QAD Cloud & Standard Operating Procedures
Engage & drive the customer to be on latest version of QAD to deliver the value
Customer Delivery & Escalation Management
Ensure smooth service delivery through proactive monitoring of customer escalations and risk management to the permanent resolution to accomplish utmost customer satisfaction
Collaborate cross functionally to deliver the resolutions to the customer
Continuous Improvement & Organizational Contribution
Drive permanent remedial action implementation to address root causes to ensure customer business operations run round the clock on QAD Cloud without any interruptions.
Actively contribute to customer experience enhancement and continuous improvement initiatives across the Customer Success organization.
Identify and mitigate risks or barriers that could impact customer outcomes or business objectives.