Customer Service Delivery Manager

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

The Customer Service Delivery Manager (CSDM) is responsible for ensuring optimized and uninterrupted service delivery for QAD’s 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’s continuous improvement culture.

Please Note

This position would require to supporting the EMEA customer time zone from Mumbai , India . (Between 11 AM - 11 PM)

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.

Requirements

Bachelor’s or Master's degree with 5+ years of related experience; Preferred Qualification: PMP (Project Management Professional), ITIL Certification, Cloud Foundation Certifications (AWS, Google, EXIN); Strong understanding of ERP lifecycle phases, including go-live support.; Proficient with Google Workspace and Smartsheet (or equivalent project management tools).; Solid knowledge of cloud computing, compliance frameworks, and operational concepts.; Proven expertise in project implementation planning, project management, and operations management methodologies.