Principal Customer Success Manager

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 referenceableResponsible for “Customer Journey” artifact development,  maintenance, and deliveryAccountable for tracking all customer-related interactions and updates in SalesforceMonitor customer growth and changes in personnelIncrease customer’s utilization of QAD productsPartner 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.