• Serve as the primary point of contact for assigned clients, ensuring exceptional customer experience and timely issue resolution. • Conduct proactive client outreach in alignment with performance metrics to maintain strong engagement and satisfaction. • Deliver product demonstrations and training to enhance client understanding, utilization and overall value of licensed products. • Collaborate across departments (e.g., Sales, Support, Product, Finance) to ensure seamless communication and resolution of software performance issues. • Document and track all client interactions using Salesforce, Excel or prescribed methods, ensuring accuracy and visibility. • Maintain client renewal rates at or above company targets by driving client engagement and satisfaction. • Identify and address at-risk accounts, developing improvement plans to proactively mitigate churn. • Monitor account health and update client records to reflect accurate and real-time data. • Support client retention initiatives, ensuring clients receive maximum value from their investment. • Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales representatives to drive expansion. • Engage in marketing-led client success initiatives, following up on leads and ensuring high customer satisfaction. • Respond to inbound client inquiries in accordance with performance standards, resolving issues effectively, and enhancing the client experience. • Facilitate successful account transitions post-sale/implementation by participating in kick-off calls and ensuring a smooth handoff. • Maintain compliance by ensuring all customer interactions adhere to industry regulations and company policies. • Perform additional responsibilities as assigned based on business needs.

• Own the CIQ Planning post-sales lifecycle end-to-end — from implementation through go-live, to ongoing adoption, expansion, and reference ability. • Work cross-functionally with Sales, Product, Professional Services, Support, and CX to define what 'great' Planning success looks like, build the methodology others will follow, and turn customer results into roadmap input and revenue impact. • Align with Professional Services to define and enforce clear implementation milestones and exit criteria.

• Work to execute a world-class customer experience using internal tools, templates, and processes • Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews, etc • Determine how to drive swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases, and accelerate the adoption of our products • Manage escalated customer satisfaction issues as needed • Cross-collaborate with Sales, the Technical Account Management team, Renewals, and others to ensure BeyondTrust knows and understands our customers and their current state in using our products • Educate our customers about upcoming opportunities, training, and webinars. Ensure they are aware of upcoming campaigns, events, and forums, and the value it brings them with their current/future investment • Advocate for the customer – ensure they see relevant case studies, know about upcoming release details, and new products. Report internally on customer issues and feature requests, and ensure their product requests are considered • Examine health check findings and ensure actions are created, tracked, and closed promptly by the teams who own them, facilitating the resolution across the various teams who own the actions.

Role Description Under the direct leadership of the Customer Success Director, the Customer Success Manager is responsible for being the primary point of contact for QAD Redzone customers, providing expertise and support, and ensuring their continued success post deployment. This role focuses on customer support and retention within the EMEA Market. This position is Full Time, Remote and required to travel 80% of the time. - Be a technical expert in Redzone software and coaching in order to serve as a resource for customers - Travels to various customers sites each week to provide leadership and coaching to teams - Complete success visits to support customers and their usage of Redzone, often finding ways to re-engage teams quickly - Builds strong and trusted relationships with senior leaders in the customer community - Recognizes customers’ needs and influences to facilitate upsell processes and activity - Helps identify and support retention risk and opportunities to mitigate - Provides oversight and support for ~100 customers at a time - Leads regional community networking events - Support broader Coaching Team and assist with customer deployments as needed Qualifications - Strong Redzone user, well versed in all the features and capabilities of the application (Productivity, Compliance, Reliability, Learning) - Well versed Analytics user - Strong listening skills to understand customer needs - Strong commercial acumen in order to support customer needs and where Redzone can add value or prescribe other services - Experience using Overall Equipment Effectiveness (OEE) and its components in driving production results and continuous improvement - Ability to plan, organize, and function effectively in a dynamic environment, addressing multiple demands of internal teams and customers - Able to juggle multiple projects while wearing many hats - Ability to develop and maintain strong relationships with customers and internal teams - Strong written and verbal communication skills including presenting to various audiences - Ability to manage time effectively and to work in a high paced, high growth environment Requirements - Degree in Engineering, Manufacturing, Business Management and Leadership, or similar - Experience working in direct hands-on manufacturing - previous roles like Operations Manager, Production Supervisor, and Continuous Improvement Manager, preferably within the food and beverage industry - Experience leading operations and teams within a manufacturing plant environment - Programmable Logic Controller (PLC) experience and familiarity is a plus, but not required Benefits - 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.