Senior Customer Service Delivery Manager

Senior Customer Service Delivery Manager

Organization Overview

Company Description QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face disruption caused by technology-driven innovation and changing consumer preferences. QAD supports Adaptive Manufacturing Enterprises across automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing to rapidly adapt to change and innovate for competitive advantage. We are looking for talented individuals who want to join us on our mission to solve real-world problems in manufacturing and the supply chain.

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 drives 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 high-value interactions; conduct regular service reviews and maintain documentation on the Cloud Portal; engage stakeholders to resolve concerns; provide guidance on compliance requirements and SOPs; oversee cloud project implementations and onboarding; drive customers to the latest QAD version to maximize value.
• Customer Delivery & Escalation Management : Ensure smooth service delivery through proactive monitoring of escalations and risk management; collaborate cross-functionally to deliver resolutions.
• Continuous Improvement & Organizational Contribution : Drive remedial action to address root causes; contribute to customer experience enhancements and continuous improvement initiatives; identify and mitigate risks to outcomes.

Qualifications

Preferred Certifications

Technical & Professional Skills

Business Impact & Expectations

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, drive operational excellence, and deliver meaningful customer outcomes within a collaborative team.

Additional Information

About QAD

QAD is committed to ensuring every employee works in an environment that values contributions and respects diverse perspectives. Our DEI program supports diversity, equity, and inclusion so employees can bring their whole selves to work. We are an Equal Opportunity Employer and do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class.

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