SAS

  • Customer Success Manager

    Job Locations AU-NS-Sydney
    Requisition ID
    20023395
    Job Category
    Consulting
    Travel Requirements
    25%
  • Company Overview

    The Customer Success Manager will be the primary point of contact for some of SAS’ largest clients providing post-sales support at a senior level. In this position the individual will be an advocate and serve as the primary contact for any escalation point into SAS. The Customer Success Manager will work with the client to facilitate the timely and efficient resolution of all post-sale SAS issues and requests. This role provides input and guidance to the client on how to optimize their SAS investment, and contributes to the growth and success of the customer’s relationship with SAS. The position will work closely with all existing roles that also support our clients across Sales, Service Delivery and Global Customer Success.

     

    Primary Responsibilities

    • Establish ongoing, strong customer relationships to manage expectations and support long term partnerships to drive successful projects. Establish strong relationships with internal SAS stakeholders including Delivery, R&D, DevOps, Pre-Sales and Technical Support teams
    • Maintain continuity with the customer and project/program over the life of a program
    • Create a vision and articulate the value of SAS and services to CXO level customer stakeholders
    • Resolve conflict in a satisfactory manner, including engaging management as necessary
    • Prepare and deliver presentations at senior management (CXO) levels
    • Participate in services opportunity review sessions with account teams and senior management
    • Retain a base level of technical knowledge and aptitude for SAS technology, solutions and service capabilities and be able to represent this level of information to customers
    • Exhibit strong team building skills to effectively gather the required SAS and/or partner assets needed to deliver customer requirements and provide the business value needed by SAS customers
    • Leverage methodologies, enablers and best practices to support customer resolutions
    • Maintain an individual training plan on key SAS technology and solutions
    • Investigate and probe customer requirements/service needs and manage expectations and escalations

     

    Essential Qualifications

    • Bachelor's degree, preferably in Business, Computer Science or related field
    • Strong communication skills
    • 7 - 10 years of experience in sales, business partner relationship development, or technical functions within the technology industry
    • Experience working as a Customer Success Manager in Software as a Service (SaaS) environment preferred
    • Experience in at least one vertical market preferred
    • Fluency in English required, fluency in one additional language preferred
    • Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above


    Knowledge, Skills and Abilities

    • Expert knowledge of strategic sales techniques; SAS solutions and services, architecture and resources
    • Ability to work effectively in a team environment; ability to work independently; ability to travel on a frequent basis
    • Superior problem-solving and conflict resolution skills, decision making, and interpersonal skills

     

    Selection Process

    • As part of the selection process candidates will be expected to deliver a presentation on an agreed topic that demonstrates their ability to meet the presentation requirements for this role

     

     

    About SAS:

    SAS believes in the whole employee experience. Meaningful work. Empowerment to make a difference that changes people’s lives. Dynamic work environments that foster innovation. And an award-winning culture that makes it all possible. We believe great ideas can come from anywhere. Whether you're a university recruit, or an experienced professional ready for the next big challenge, SAS brings perks, passion, and the potential to grow. No limits.

     

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