Customer Success Senior Leader EMEA

QAD Customer Success Senior Leader EMEA

QAD is seeking an experienced Customer Success Senior Leader for the EMEA region who will manage, motivate, and develop a team of Customer Success Managers. The role involves developing strategies to meet organizational sales goals, managing activities and deployment of CSMs, and providing updates on account development, revenue, and funnel metrics. Responsibilities also include monthly planning, lead generation, closing, and health check programs, as well as employee performance development, career planning, and training in customer service skills, products, and sales.

Travel is required to customer sites and QAD-arranged events, approximately 30% of the time.

This is a fully remote position based in Spain.

Key Responsibilities:

1. Establish and manage goals for CSMs and support staff, ensuring goals are met through effective communication and deployment.
2. Build relationships with other departments to achieve organizational objectives, including developing strategic plans for passive revenue and participating in regional sales strategies for active revenue.
3. Ensure adherence to corporate directives regarding sales strategies and pricing, communicating these to the Customer Success team.
4. Facilitate new processes, tools, and training to ensure the success of Customer Success programs across teams.
5. Support sales in closing high-value and complex deals, resolving customer issues, and handling escalations.
6. Support lead generation programs and collaborate with marketing to gather customer requirements for sales and product development.
7. Establish staffing, training, and development goals, providing feedback for performance and succession planning.

Qualifications:

• Bachelor's degree in Business, Marketing, or a relevant field.
• 4-5 years of customer success management experience; 4-6 years in sales or customer success within ERP, SaaS, or software industries.
• Fluent in English, both spoken and written; additional languages are a plus.
• Strong problem-solving skills, ability to manage multiple projects, and excellent communication skills.
• Reputation for collaboration, innovation, and accountability; a leadership style that leads by example.

Additional Information:

• Focus on health and work-life balance with supportive programs.
• Opportunity to grow within a dynamic, expanding company.
• Collaborative culture emphasizing idea sharing and equal opportunity.
• Competitive compensation based on experience and skills.

About QAD:

QAD Inc. provides cloud-based enterprise software for manufacturing industries, helping companies adapt to rapid technological and market changes. Committed to diversity and inclusion, QAD offers a respectful environment with growth opportunities for all employees.

We are an Equal Opportunity Employer.

Location: Remote (Spain)