Full-Time Principal Customer Success Manager
QAD, Inc. is hiring a remote Full-Time Principal Customer Success Manager. The career level for this job opening is Experienced and is accepting Vancouver, Canada based applicants remotely. Read complete job description before applying.
QAD, Inc.
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The Principal Customer Success Manager's role at QAD is to drive customer retention and growth via adoption, support, and value demonstration. The Principal CSM will be responsible for the ownership and ongoing development of customers using a High-Business Engagement model. This development includes successfully nurturing and supporting customers throughout the customer journey.
What you will do:
- Ability to meet regular renewal and customer satisfaction targets.
- Accountable for driving customers to be referenceable
- Responsible for "Customer Journey" artifact development, maintenance, and delivery
- Accountable for tracking all customer-related interactions and updates in Salesforce
- Monitor customer growth and changes in personnel
- Increase customer’s utilization of QAD products
- Partner with sales executives globally to ensure they are informed about issues, support escalations, events, growth, etc., of assigned customers.
- Support deal execution as needed, including customer procurement group.
- Notify sales executives of new opportunities for existing customers or new leads.
- A subject matter expert (SME) who provides mentoring to others on the CS Team.
What you need:
- Requires a minimum of 12 years of sales, project management and/or customer service experience.
- A Bachelor’s degree; 5 years of ERP/SaaS experience.
- Track record of successfully managing complex customer relationships in the SaaS/ Technology industry.
- C level engagement experience.
Technical skills:
- Working knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (ie Gainsight)