Senior Customer Service Delivery Manager

Company Description

QAD helps manufacturers make more products for less while significantly improving the employee experience. While there is a lot of hype around digital transformation, the factory of the future, and Industry 4.0, the focus has been on the equipment and technology, -not the people. At QAD, we are all about the people.  We make frontline teams more engaged and more productive so their lives improve while contributing to positive business outcomes. We do this by combining exceptional software and world-class coaching, giving our customers an average productivity increase of 22% in 90 days. Redzone brings together Production, Maintenance, and Quality teams, improving the communications between those teams to resolve issues and increase output. Decision-making happens on the shop floor by the people doing the work, in real time, for immediate impact and a better overall employee experience.

With over 1000 customers, 1400 plants and 325,000 users, Redzone is changing the way people work – one plant at a time.

This role is fully remote but must be based in Mexico. Full work authorization is already in effect. No Visa sponsorship is available.

Job Description

The Senior Customer Service Delivery Manager (Sr. CSDM) is responsible for ensuring optimized and uninterrupted service delivery for QAD’s moderate, large, and enterprise cloud customers. Acting as a trusted advisor, the Sr. CSDM builds strong client relationships, anticipates customer needs, and orchestrates seamless collaboration across Cloud PMO, Global Support, Cloud Operations, and Services. This role plays a critical part in driving customer satisfaction, compliance, and successful project outcomes, while contributing to QAD’s continuous improvement culture.

Key Responsibilities

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.
• 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.

Qualifications

• Bachelor’s degree with 8+ years of related experience, or Master’s degree with 6+ years, or PhD with 3+ years, or equivalent relevant experience.
• Experience at this level typically requires departmental review for entry, reflecting the seniority and scope of the role.
• English: Bilingual/ conversational. 

Preferred Certifications

• PMP (Project Management Professional)\
• ITIL Certification
• Cloud Foundation Certifications (AWS, Google, EXIN)

Technical & Professional Skills

• 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.

Business Impact & Expectations

• Consistently delivers high-quality outcomes that positively influence customer satisfaction and team performance.
• Demonstrates ownership and accountability, expanding scope of influence across projects and teams.
• Anticipates, identifies, and addresses potential risks that could impact business objectives or customer outcomes.
• Actively seeks opportunities to drive innovation, efficiency, and customer value within the Customer Success organization.

Why Join Us?

This role provides the opportunity to partner with leading global enterprises during their transformation to the cloud. As a Senior Customer Delivery Manager, you will lead critical projects, ensure operational excellence, and drive meaningful customer outcomes, while working alongside a collaborative and forward-thinking team.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you 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 to get the job done.
• 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

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

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.