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 calls these companies Adaptive Manufacturing Enterprises. 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.
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.

This role is fully remote but must be based in Mexico. Full work authorization is already in effect. No Visa sponsorship is available.

We are seeking a highly analytical and collaborative Customer Success (CS) Operations Analyst to join our team. In this pivotal role, you will drive the operational foundation for our Customer Success organization - owning the data, tooling, and processes that enable our CSMs to deliver value at scale. You will partner closely with CS leadership to design reporting, optimize workflows, and prepare for the implementation of Gainsight (or similar CS platforms). This role sits at the intersection of systems, analytics, and enablement, ensuring our CS organization operates with consistency, accuracy, and efficiency.

Key Responsibilities

Customer Success Tooling & Process Optimization

Own day-to-day CS tooling operations, with an initial focus on Salesforce and transition to Gainsight.
Partner with CS leaders to design and implement CTAs, playbooks, and workflows in Gainsight.
Translate business requirements into scalable system configurations and processes.
Document CS processes and maintain governance standards to ensure consistency.
Identify inefficiencies in current reporting and manual workflows; recommend automation opportunities.

Data Management & Analytics

Manage and ensure integrity of CS-related data (accounts, renewals, health scores, NPS, PS surveys) within Salesforce and Gainsight.
Build and maintain dashboards/reports (Salesforce, Tableau, Power BI, or similar) to provide real-time visibility into customer health, renewals, and churn risk.
Consolidate reporting requests across stakeholders to eliminate redundancy and drive a single source of truth.
Support forecasting by providing timely insights into renewals, expansion opportunities, and risk indicators.

Cross-Functional Collaboration & Enablement

Act as the operations liaison across CS, RevOps, and Finance to ensure aligned reporting and forecasting standards.
Partner with CSMs to translate operational insights into actionable improvements for customer engagement.
Provide training and enablement to end users on CS tools, dashboards, and processes.
Support requirements gathering and vendor evaluation for new CS technologies (e.g., Gainsight vs. alternatives).

Experience: 5+ years in Customer Success Operations, Revenue Operations, or related analytical/operations role (SaaS/B2B preferred).
Systems Expertise: Proficiency in Salesforce administration/reporting; experience with CS platforms (Gainsight preferred, but not required).
Analytics Skills: Strong ability to manipulate, analyze, and visualize data using Excel and BI tools (Tableau, Power BI).
Process Orientation: Demonstrated ability to map workflows, streamline manual processes, and implement scalable solutions.
Communication & Collaboration: Strong ability to partner with technical and non-technical stakeholders; skilled at presenting data-driven insights to leadership.
Project Management: Capable of managing multiple priorities, deadlines, and stakeholder needs in a fast-paced environment.
Growth Mindset: Eagerness to learn new systems and adapt as the CS tech stack evolves.

Nice-to-Have Qualifications

Experience implementing or administering Gainsight (CTAs, playbooks, health scores).
Familiarity with renewal forecasting and churn modeling.
Knowledge of SQL or Python for deeper data analysis.
Exposure to change management, training, or enablement programs.

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

About QAD:

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.

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