Customer Success Manager (Japanese Speaker Mandatory)

QAD (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

QAD Inc. is a software company that provides enterprise resource planning software and related enterprise software to manufacturing companies. The company has customers in over 100 countries around the world.

Detail posisi

QAD is seeking a highly motivated and experienced Customer Success Manager to join our dynamic team. As a CSM, you will play a critical role in ensuring our customers achieve maximum value from their investment in QAD solutions.

Kewajiban

• Drive Customer Success:
• Develop and execute comprehensive Customer Success Plans tailored to individual customer needs and business objectives.
• Proactively monitor customer health, identify potential risks, and implement mitigation strategies.
• Conduct regular Strategic Business Reviews to assess progress, align priorities, and uncover new opportunities.
• Champion customer adoption of QAD solutions by driving the creation and execution of effective adoption plans.
• Ensure customers realize tangible business value and achieve desired outcomes from their QAD investment.

• Build Strong Customer Relationships:
• Cultivate trusted advisor relationships with key customer stakeholders, including executive sponsors.
• Serve as the primary point of contact for assigned accounts, providing exceptional support and guidance.
• Proactively engage with customers through various channels, including on-site visits, phone/video calls, webinars, and online communities.
• Act as a customer advocate within QAD, effectively communicating customer feedback and needs to internal teams.

• Drive Growth and Expansion:
• Identify and pursue opportunities to expand customer usage of QAD solutions and services.
• Collaborate with sales and marketing teams to develop and execute targeted upsell and cross-sell strategies.
• Proactively generate leads for new business opportunities within existing accounts.

• Operational Excellence:
• Maintain accurate and up-to-date customer records and documentation.
• Contribute to the development and refinement of customer success methodologies and best practices.
• Actively participate in internal knowledge sharing and team collaboration.
• Serves as customer liaison for all QAD functions - Services, support, R&D, and sales.

Kualifikasi

• Deep understanding of SaaS customer engagement.
• Proven track record of building strong customer relationships.
• Strategic thinker passionate about customer success.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience in customer success or account management roles.