Customer Service Delivery Manager

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.

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.
• 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.