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Senior Vice President of Customer Confidence

2 months ago

Atlanta, Georgia, United States QAD Full time

Location:
United States of America - California
Company Overview:
QAD is on a mission to establish a premier SaaS organization, and we are expanding our team.

We seek skilled professionals eager to contribute to our goal of addressing significant real-world challenges in manufacturing and supply chain management.

As a virtual-first organization, your primary work experience will be remote, with occasional travel to foster collaboration and alignment.
Position Overview:
QAD is thrilled to present an opportunity for the role of Vice President of Customer Assurance.

The Vice President of Customer Assurance (CA) serves as the ultimate escalation point for enterprise-level clients who may have lost faith in QAD's personnel, processes, or solutions.

This role entails conducting a thorough situation analysis, pinpointing solutions, and managing projects to rebuild customer trust in QAD, with a strong emphasis on addressing product, technical, operational, organizational, and relational challenges.

The VP of CA will investigate the root causes of escalations, formulate remedial strategies, and spearhead improvements across the QAD organization to avert future issues.


Key Responsibilities:
  • Develop the Customer Assurance program, including engagement frameworks, documentation, and reporting.
  • Lead and oversee the resolution of critical customer issues.
  • Assemble and guide cross-functional teams.
  • Navigate challenges to achieve desired outcomes, collaborating with Corporate Executives, Sales, Services, Engineering, and other business units as necessary.
  • Participate actively in internal and customer meetings as appropriate.
  • Communicate critical issue statuses effectively to relevant executive and management levels within QAD and to customers and partners.
  • Provide tailored situational analyses, recommendations, and requirements to enhance performance for QAD, customers, and partners through process improvements.
  • Educate and mentor QAD, customers, and partners on effective escalation practices and issue management to swiftly and effectively resolve customer challenges.
  • Identify weaknesses in business processes and collaborate with relevant stakeholders for necessary adjustments.
  • Deliver customer-related product feedback to PM/Engineering to enhance product reliability, serviceability, and user-friendliness.
  • Recognize behavioral or systemic trends impacting customer satisfaction and propose new strategies for improvement.
  • Engage business leaders to implement changes that prevent future occurrences.

Qualifications:
  • 10 years of experience in managing critical accounts or customer assurance programs with enterprise-level clients.
  • 10 years of experience in program and project management across various methodologies (Waterfall, PRP, Agile, PMP preferred).
  • 10 years of experience working with cross-functional, multicultural, and geographically diverse teams.
  • Proficient in building effective teams and inspiring individuals through a shared vision of customer success.
  • Demonstrated ability to overcome challenges with tenacity and resilience.
  • Capable of assimilating complex technical information and distilling it into clear, actionable insights.
  • Skilled in producing high-quality customer communications (reports, presentations, planning sessions, etc.).
  • Adept at managing conflicting business priorities to swiftly resolve customer issues and restore confidence in QAD's offerings.
  • Strong conflict resolution and negotiation capabilities.
  • Excellent communication skills (verbal, written, and facilitation).
  • BS or BA degree or equivalent with 15+ years of industry experience; MBA preferred.

Additional Information:
At QAD, we prioritize your health and well-being. We offer programs that promote a healthy work-life balance.
Join a growing organization poised for its next phase of expansion and transformation.
Experience a collaborative culture where intelligent and dedicated individuals support one another to achieve success.
Thrive in an environment that values idea-sharing over hierarchy.
Compensation packages are based on experience and skill set.

Compensation Package:

Base Pay Range:
$200K - $235K USD Annual (12 Months)

Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity.

This position is also eligible for an annual company performance bonus.
U.S.

benefits package includes medical, dental and vision coverage, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, paid-time off, parental leave, and well-being programs.


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 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.