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 The Customer Service Delivery Manager 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 CSDM builds solid client relationships anticipates customer needs and orchestrates seamless collaboration across Cloud PMO Global Support Cloud Operations and Services This role plays a critical part in driving customer satisfaction compliance and successful project outcomes while contributing to QAD s continuous improvement culture Please Note This position would require to supporting the EMEA customer time zone from Mumbai India Between 11 AM - 11 PM 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 consistent high-value interactions Conduct regular service reviews with customers and ensure documentation is maintained on the Cloud Portal Engage key QAD stakeholders with customer to resolve customer concerns issues Provide guidance on compliance requirements and standard operating processes Oversee Cloud project implementations supporting project management activities to ensure successful Go-Lives Onboarding of customer on QAD Cloud Standard Operating Procedures Engage drive the customer to be on latest version of QAD to deliver the value Customer Delivery Escalation Management Ensure smooth service delivery through proactive monitoring of customer escalations and risk management to the permanent resolution to accomplish utmost customer satisfaction Collaborate cross functionally to deliver the resolutions to the customer Continuous Improvement Organizational Contrib

📌 Customer Service Delivery Manager (Mumbai)
🏢 QAD
📍 Mumbai