Full-Time Customer Success Senior Leader EMEA

QAD is seeking an experienced Customer Success Senior Leader EMEA who will manage, direct, and motivate a team of Customer Success Managers in EMEA. Develop and implement strategies impacting organizational sales goals.

Manage CSM activities & deployment for achieving sales support goals. Provide updates to Sales management on accounts, account development for active & passive revenue, visions, and account plan metrics/funnel.

Responsible for monthly planning programs, lead generation, vision closing, and health check program.

Handle employee performance development, career planning, and training in customer service, products, and sales.

Travel is required to customer sites and QAD-arranged events (30% as needed).

Customer success and sales experience is essential.

Remote opportunity from the UK or Spain.

1. Establish goals for CSMs and support staff.
2. Manage implementation and monitoring communication, activities, and priorities.
3. Oversee staff deployment for goal achievement.
4. Build relationships with other departments to achieve organizational goals.

• Develop strategic plan for passive revenue with Regional Sales VP.
• Participate in Region Sales strategy (products/services, large opportunities).
• Meet with Region Sales VP to assess progress, adjustments, and actions.
• Participate in account/opportunity development and strategy plans with Sales.
• Attend customer meetings as requested by Sales.
• Support Sales in developing customer-facing content.

Ensure all corporate directives (sales themes, strategies, pricing) are followed and communicated.

Control pricing within guidelines, contacting Sr. VP/VP for special circumstances.

Facilitate new processes, tools, and training for Customer Success program success across teams.

Maintain sales statistics, present forecasts and results regarding Visions, account plans, customer care, UCA, and lead generation.

Track daily activities as needed.

Assist sales in closing difficult UCA sales and resolving customer problems. Handle escalations with VP/Sr VP as needed.

Support lead generation program for Customer Success accounts.

Work with regional and corporate marketing to gather customer requirements for sales, marketing, development, support, product management, partnerships.

Establish staffing and training needs, goals, and timetables to support growth.

Provide feedback for performance development and succession planning.

Work with staff to define personal development goals and succession planning implementation.

What is the last date for applying to the job?

Which countries are accepted for this remote job?