Customer Success Senior Manager EMEA

4 weeks ago

Birmingham, United Kingdom QAD Full time
Job Description

QAD is seeking an experienced Customer Success   Senior Manager  who will manage, direct and motivate a team of Customer Success Managers in EMEA. You will develop and implement strategies that impact organizational sales goals; manage activities and deployment of CSMs with a focus on achieving and surpassing sales support goals and priorities. You will provide updates to Sales management team on accounts, account development for active revenue and funnel for passive revenue, Visions and account plan metrics and funnel. In addition, you will be responsible for monthly planning programs, lead generation, Vision closing and Health check program. Apart from this, you will be responsible for employee performance development, career planning and training in customer service skills, products and sales.

Travel is required to customer sites and QAD arranged events (20%-40% of the time, as necessary)

Customer success and sales experience is necessary for this role.

This is a fully remote opportunity from the UK.

What You’ll Do:

Establish goals for CSMs and support staff. Manage implementation of goals—monitor communication, activities and priorities and oversee deployment of staff to ensure that goals are met. Build relationships with other departments to achieve the organization's goals and objectives including: Develop Strategic plan for passive revenue with Regional Sales VP and RVP; participate in Region Sales strategy for active revenue including Focus areas (products/services), large opportunities; meet with Region Sales VP to assess progress, adjustments and required actions; participate in account/opportunity development and strategy plans with (active) Sales in a Challenger approach; attend customer meetings as requested by Sales Rep/VP Sales; support Sales in developing customer-facing content. Ensure that all corporate directives regarding sales themes, strategies and pricing are followed. Communicate these directives to Customer Success team in geographic area. Control all pricing within guidelines; contact Sr. VP and VP for special circumstances. Facilitate new processes, tools, communications, methodologies and training to ensure Customer Success program’s success across teams and departments throughout QAD. Maintain sales statistics for area; present and communicate forecasts and results regarding Visions, account plans, customer care, UCA and lead gen to Direct Sales Management on a regular basis. Track daily activities as required. Assist sales team in closing difficult UCA sales or potential high-volume customers and in resolving customer problems. Handle escalations as needed with VP and Sr VP. Support lead generation program for Customer Success installed base accounts. Work with regional and corporate Marketing to gather requirements and features from customers and their communities to augment sales, marketing, development, support, product management, and business and technology partnerships. Establish staffing and training needs, goals and timetables to support growth goals. Provide feedback for performance development and succession planning. Work with staff to define personal development goals and succession planning implementation.

Qualifications

Education/Licenses: Bachelor’s in Business, Marketing or any other relevant field Experience:   4-5 years of customer success management experience ; 4-6 years of previous experience in sales or customer success in ERP, SaaS or software will be of significant importance; Computer skills:   Proficient in MS Office, Google Suite, MS Project, Netscape Web Browsers, or other QAD equivalent software. Fluent English   communication skills both spoken and written are mandatory Superior problem solving skills. Proven ability to manage detail on multiple projects simultaneously. Excellent verbal, written and presentation skills. Must be able to set priorities and direct activities towards meeting those objectives. Has thorough knowledge of the organization’s products/services. Have a reputation with cross-functional teams of being collaborative, innovative, inspirational, accountable, and reliable Personify a ‘lead by example’ management style, with a willingness to get into the trenches with your team when needed

Additional Information

Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance. Opportunity to join a growing business, launching into its next phase of expansion and transformation. Collaborative culture of smart and hard-working people who support one another to get the job done. An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy. Compensation packages based on experience and desired skill set

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