Customer Success Coach (EMEA)

Redzone helps manufacturers make more stuff for less while greatly improving the employee experience. While there is a lot of hype around digital transformation, the factory of the future, and Industry 4.0, the focus has been on the equipment and technology – not the people. At Redzone, we are all about the people, what we call “the connected worker.” We make frontline teams more engaged and more productive so their lives improve while contributing to positive business outcomes. We do this by combining exceptional software and world class coaching, giving our customers an average productivity increase of 22% in 90 days. Redzone brings together Production, Maintenance and Quality teams, improving communication between those teams to 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 1800 customers, 2200 plants and 400,000 users, Redzone is changing the way people work – one plant at a time.

Job Description

Under the direct leadership of the Customer Success Director, the Customer Success Coach is responsible for being the primary point of contact for QAD Redzone customers, providing expertise and support, and ensuring their continued success post deployment. This role focuses on customer support and retention within the EMEA Market . This position is Full Time, Remote and required to travel 80% of the time. 

Responsibilities 

• Be a technical expert in Redzone software and coaching in order to serve as a resource for customers

• Travels to various customers sites each week to provide leadership and coaching to teams 

• Complete success visits to support customers and their usage of Redzone, often finding ways to re-engage teams quickly 

• Builds strong and trusted relationships with senior leaders in the customer community 

• Recognizes customers’ needs and influences to facilitate upsell processes and activity 

• Helps identify and support retention risk and opportunities to mitigate 

• Provides oversight and support for ~100 customers at a time 

• Leads regional community networking events 

• Support broader Coaching Team and assist with customer deployments as needed

Qualifications

Required Skills:

• Strong Redzone user, well versed in all the features and capabilities of the application (Productivity, Compliance, Reliability, Learning)

• Well versed Analytics user 

• Strong listening skills to understand customer needs 

• Strong commercial acumen in order to support customer needs and where Redzone can add value or prescribe other services

• Experience using Overall Equipment Effectiveness (OEE) and its components in driving production results and continuous improvement 

• Ability to plan, organize, and function effectively in a dynamic environment, addressing multiple demands of internal teams and customers. Able to juggle multiple projects while wearing many hats

• Ability to develop and maintain strong relationships with customers and internal teams

• Strong written and verbal communication skills including presenting to various audiences

• Ability to manage time effectively and to work in a high paced, high growth environment 

Education/Experience 

• Degree in Engineering, Manufacturing, Business Management and Leadership, or similar 

• Experience working in direct hands-on manufacturing-previous roles like Operations Manager, Production Supervisor, and Continuous Improvement Manager, preferably within the food and beverage industry 

• Experience leading operations and teams within a manufacturing plant environment 

• Programmable Logic Controller (PLC) experience and familiarity is a plus, but not 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

About QAD and QAD Redzone:

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 Redzone helps to enable QAD’s vision for the Adaptive Enterprise. Labor productivity improvements directly impact efficiency. Productive and empowered employees increase the effective capacity of your plant and accelerate time to productivity for new employees giving manufacturers the agility to increase production beyond what was previously possible without having to invest in production equipment or new plants, and reduce the amount and impact of employee attrition. Empowered employees with a growth mindset take extreme ownership of challenges that impact their production goals, creating resilience in the face of disruption.

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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