QAD, Inc. is hiring a Customer Service Delivery Manager (CSDM) to ensure optimized and uninterrupted service delivery for our moderate, large, and enterprise cloud customers. In this role, you will act as a trusted advisor, building strong client relationships, anticipating needs, and orchestrating seamless collaboration across Cloud PMO, Global Support, Cloud Operations, and Services.
What You'll Do
- 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 to resolve customer concerns and issues.
- Provide guidance on compliance requirements and standard operating processes.
- Oversee Cloud project implementations, supporting project management activities to ensure successful Go-Lives.
- Onboard customers to QAD Cloud and Standard Operating Procedures.
- Engage and drive customers to be on the latest version of QAD Cloud to maximize value.
- Ensure smooth service delivery through proactive monitoring of customer escalations and risk management.
- Collaborate cross-functionally to deliver resolutions to the customer.
- Drive permanent remedial action implementation to address root causes.
- Actively contribute to customer experience enhancement and continuous improvement initiatives.
- Identify and mitigate risks or barriers that could impact customer outcomes or business objectives.
What We're Looking For
- A Bachelor’s degree with 5+ years of related experience, a Master’s degree with 6+ years, a PhD with 3+ years, or equivalent relevant experience.
- Bilingual or conversational proficiency in English.
- Strong understanding of ERP lifecycle phases, including go-live support.
- Proficient with Google Workspace and Smartsheets (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.
Nice to Have
- PMP (Project Management Professional) Certification.
- ITIL Certification.
- Cloud Foundation Certifications (AWS, Google, EXIN).
Technical Stack
- Google Workspace
- Smartsheets
- Cloud computing platforms
Team & Environment
Collaborates across Cloud PMO, Global Support, Cloud Operations, and Services.
Benefits & Compensation
- Programs that help strike a healthy work-life balance.
- Opportunity to join a growing business, launching into its next phase of expansion and transformation.
- Collaborative culture of smart and hard-working people who support one another.
- An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or Hierarchy.
- Compensation packages based on experience and desired skill set.
Work Mode
This position is local-country, based in Mexico.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
