Customer Service Delivery Manager
- QAD
- 5 - 7 years
- Mumbai
- 3 months ago
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Job Description
- 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.
- Engage key QAD stakeholders with customer to resolve customer concerns & issues
- Provide guidance on compliance requirements and standard operating processes.
- Oversee Cloud project implementations, supporting project management activities to ensure successful Go-Lives.
- Onboarding of customer on QAD Cloud & Standard Operating Procedures
- Engage & drive the customer to be on latest version of QAD to deliver the value
- 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 to ensure customer business operations run round the clock on QAD Cloud without any interruptions.
- 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.
- Bachelor s or Masters degree with 5+ years of related experience
- Preferred Qualification: PMP (Project Management Professional), ITIL Certification, Cloud Foundation Certifications (AWS, Google, EXIN)
Must Have :
- 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: QADLocation(s): Mumbai+ View Contact
Keyskills: Service delivery Cloud computing Escalation management PMP ERP Risk management Continuous improvement Operations Monitoring Business operations
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