Vice President of Customer Assurance

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home.  Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.    

Job Description

QAD has an exciting opportunity for our Vice President of Customer Assurance role.  The Vice President of Customer Assurance (CA) is the highest level of escalation for enterprise class customers who have lost confidence in QAD’s people, processes, or  solutions.  The VP of CA is responsible for creating a comprehensive situation analysis, identifying solutions, and project managing the go forward actions to restore customer confidence in QAD with a strong focus on remediating product, technical, operational, organizational, and relationship issues. They will determine the root cause of the escalation, develop solutions to remedy, and drive improvement across the QAD organization to prevent similar issues from occurring again.

What you'll do:

• Create the Customer Assurance program including engagement structure, documentation, and reports.
• Lead and manage the resolution of customer's critical issues.
• Build and lead cross-functional teams.
• Overcomes obstacles to achieve results. This will require liaison with Corporate Executive, Sales, Services, Engineering and other business functions across QAD as needed.
• Lead and actively participate in QAD internal and customer meetings as appropriate.
• Effectively communicate critical issue status to the appropriate executive/management levels both within QAD and to customers and partners.
• Provide customer-specific situational analysis, recommendations and requirements to improve QAD, Customer, and Partner performance through process improvements.
• Educate and coach QAD, the Customer and the Partner on effective escalation practices, issue management and best practices in order to rapidly and effectively address customer issues and prevent problems from becoming critical.
• Identifies deficiencies in business processes.
  Works with appropriate business owners to adjust as needed.
• Provide customer-related product feedback to PM/Engineering to improve product reliability, serviceability, and ease-of-use.
• Identify QAD behavioral or systematic trends which impact customers satisfaction and recommend new strategies to address.
• Engage business owners and implement change to prevent future occurrences.

Qualifications

What you'll need:

• 10 years’ experience as a critical account or customer assurance program manager working with enterprise class customers
• 10 years’ experience with program and project management skills in multiple methodologies (Waterfall, PRP, Agile, PMP preferred).
• 10 years’ experience working cross-functional, multicultural and geographically dispersed teams.
• Skilled at building highly effective workgroups and motivating people through the creation of a shared and common vision of the customer's future state.
• Highly effective at overcoming obstacles - tenacious and resilient in regards to meeting objectives.
• Ability to assimilate a large body of technically complex information and simplify it into understandable and actionable data.
• Ability to quickly create high quality customer communications (reports, presentations, planning sessions, requirements meetings, etc.)
• Ability to manage conflicting business priorities and agendas to rapidly resolve customer’s issues and restore customer confidence in QAD products and services.
• Strong conflict resolution and negotiation skills.
• Excellent communication skills (verbal, written, and facilitation).
• BS or BA degree or equivalent with 15+ year’s industry experience. MBA preferred.
• Some travel required.

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

Compensation Package:

• Base pay range:  $200K -  $235K USD Annual (12 Months) 
• Placement within our pa