Customer Success Team Lead (ASEAN)

Job Locations MY-Kuala Lumpur
Requisition ID
20049231
Job Category
Customer Success
Travel Requirements
25%

Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?” 

 

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless. 

 

What we do  

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live. 

 

What you’ll do

The Management Staff of Customer Success is responsible for leading and developing a high-performing, expert team of Customer Success Managers with the goal of supporting the customer from onboarding through technology adoption and use expansion. This t expert team is an integral part of SAS’ long-term relationship with its customers, and the efforts put forth by this team will directly impact the value realized and the ultimate success of the business relationship. Develops programming to support the company’s customer retention and renewal strategy; Being customer’s voice, and revenue driver force within SAS, actively participating in PTG, customer segmentation and ensuring proactive offering will be delivered to customers through high/low/digital touch.   

 

You will:

  • Directly manage a team of Customer Success Managers. The Management level will manage both technical requirements & ERR,  drive strategic and high potential customer success activities within the responsible geography, build trust with key decision-makers and support the Customer Success team in building and executing actionable Customer Success plans in these accounts.
  • Determine equitable territory assignments; set and review performance goals and establishes priorities for all reporting staff
  • Develop procedures and guidelines to support complete territory/segmentation account management processes.
  • Serve as an advisor and resource to team members and management in all aspects of customer relationship management skills and techniques, territory/segment management, policies and procedures, SAS software/hardware platforms, market trends and preparation of complex
  • Customer Success Plans as needed, and formulation of resolutions and responses related to unusual complex problems and exceptions.
  • Assumes a leadership role in collaborating with Sales Business Units; PSD, Education, and Marketing to improve the customer experience by making suggestions for process enhancements and educating their staff.
  • Participates with CSM’s and support staff in customer calls and presentations, goal identification, evaluation of account needs, and design of appropriate strategies.
  • Monitors new staff during their initial training program period and evaluates their skills throughout the program based on training objectives; identifies internal training needs and makes recommendations where appropriate.
  • Keeps abreast of customer relationship management methodologies and practices.
  • Promotes and utilizes SAS selling concepts and techniques.
  • Delivers timely and accurate reports to management.
  • Performs other duties as assigned.

Additional Responsibilities

  • Review strategy of customers engagement and Directs internal Institute resources, including pre-sales and post-sales services, contracts, etc. in order to reach geo objectives.
  • Attend customer follow-up meetings regularly to ensure satisfaction levels and uncover additional up/cross-sales opportunities
  • Assign appropriate ERR goals and assignments to Customer Success staff; determines optimal utilization of staff and resources to achieve Customer Success goals.
  • Timely and accurate forecast (PTG) of Existing Recurring Revenue for Customer Accounts under control of their Customer Success team
  • Ensure ERR Risks are created and maintained in Orion by the Customer Success team for customers under their control and a mitigation plan is documented and communicated to all SAS stakeholders

 

What we’re looking for

  • Knowledge of complex computer software products, solutions, services, hardware and/or software acquisition cycles, and buying influences.
  • Ability to relate technical and business concepts to SAS applications and user needs.
  • Strong leadership, team-building, and presentation skills.
  • Excellent written, verbal, and interpersonal communication skills.
  • Strong organizational, analytical, and planning skills
  • Ability to travel
  • Typically requires eight years experience in customer or business partner relationship management, sales or marketing of software, hardware, related training products and/or services. Two years in a leadership role.
  • You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

 

Why SAS

  • We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference. 
  • Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.

 

 

Additional Information:

All valid SAS job openings are located on the Careers page at www.sas.com. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at Recruitingsupport@sas.com before taking any further action.

 

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