Senior Customer Service Delivery Manager
Organization Overview
QAD helps manufacturers make more products for less while significantly improving the employee experience. We focus on people as well as technology, enabling frontline teams to be more engaged and productive, and delivering tangible business outcomes. We combine software with world-class coaching to drive productivity improvements. Redzone integrates Production, Maintenance, and Quality teams to improve cross-functional communication, 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 how 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 collaboration across Cloud PMO, General Support, Cloud Operations, and Services. This role drives customer satisfaction, compliance, and successful project outcomes, while contributing to QAD’s continuous improvement culture.
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 with customers and maintain documentation on the Cloud Portal.
- Engage key QAD stakeholders with the customer to resolve concerns & issues.
- Provide guidance on compliance requirements and standard operating processes.
- Oversee Cloud project implementations, supporting project management activities to ensure successful Go-Lives.
- Onboard customers to QAD Cloud & Standard Operating Procedures.
- Engage & drive the customer to be on the latest version of QAD to deliver value.
Customer Delivery & Escalation Management
- Ensure smooth service delivery through proactive monitoring of escalations and risk management for permanent resolution and customer satisfaction.
- Collaborate cross-functionally to deliver resolutions to the customer.
Continuous Improvement & Organizational Contribution
- Drive permanent remedial action implementation to address root causes.
- Contribute to customer experience enhancement and continuous improvement initiatives across the Customer Success organization.
- Identify and mitigate risks 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 operating concepts.
- Experience 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 and addresses risks that could impact objectives or 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 collaborating with a forward-thinking team.
Additional Information
- Your health and well-being are important to us at QAD. We provide programs that help you balance work and life.
- Opportunity to join a growing business entering its next phase of expansion and transformation.
- Collaborative culture of smart, dedicated people who support one another to get the job done.
- Growth-oriented environment where idea-sharing is prioritized over hierarchy.
- Compensation packages based on experience and skill set.
About QAD
QAD Inc. provides adaptive, cloud-based enterprise software and services for global manufacturing companies. We support manufacturers as they transform to adapt to technology-driven disruption and changing consumer preferences. QAD’s DEI program promotes diversity, equity, and inclusion so employees can bring their whole self to work. We are an Equal Opportunity Employer.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Consulting
Industries
- Software Development
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📌 Senior Customer Service Delivery Manager
🏢 Qad
📍 Colima