Senior Customer Success Manager at SAS

About the job

• We are looking for a motivated person who will manage a portfolio of install-base customers who have purchased our strategic technology or solutions. You will establish and build broad relationships with SAS customers to adopt and expand usage of the SAS software and solutions, to identify new opportunities and to engage with other SAS resources to bring the necessary domain and SAS experience to assist with existing SAS implementations and identify new sales opportunities.
• The goal is to support those customers from onboarding through technology adoption, usage expansion and possibly modernization of their SAS estate. You will ensure ongoing positive customer relationships and customer satisfaction by addressing customer inquiries, issues, and concerns in a timely manner.

This position is an integral part of SAS’ long-term relationship with its customers, and the efforts put forth by this individual will directly impact contract renewal, reduction in churn and a healthy business relationship.

Desired background:

• Experience of working in a software/technology organisation either in Customer Success, Account Manager, or similar roles.
• Strong knowledge of sales and negotiation skills.
• Capability to build long term relationships with SAS clients.
• Ability to develop and execute strategies to prioritize tasks achieving valuable outcomes.
• Good written, verbal, and interpersonal communications skills.
• Ability to travel occasionally.
• Happy to work in a fast paced, high-volume sales environment.
• Knowledge of SAS products, solutions and services would be preferred BUT it is not essential.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Areas of responsibility:

• Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) that enable the CSM to become a trusted advisor to our customers.
• Jointly define success with customers by understanding the business and/or IT problems customers are trying to solve to best manage the adoption of the software and exceed customer expectations.
• Work with other SAS stakeholders to develop a comprehensive adoption plan that includes a variety of content, events, email, social media and innovative campaign approaches.
• Lead or assist with gathering CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Documents Customer Success Plan with customer and sales.  Shares plan with sales, Professional Services and CIS.
• Discover opportunities for additional software, services, education and references and direct leads accordingly and introduce new versions of software to existing customers.
• Follow up with customers to track satisfaction levels and to discover additional revenue opportunities; ensure customer is referenceable and share with Reference Management Compile feedback from end users in the department/SAS stakeholders to identify recurrent system problems or new system needs.