Customer Success Manager

Job Locations PT-Lisbon
Requisition ID
20049766
Job Category
Customer Success
Travel Requirements
None

We are currently seeking a Customer Success Manager (CSM) based in our Lisbon office. the role is focused on Digital Touch accounts located in Portugal and Spain

 

The main role responsibilities are:

  • Serve as primary post-sale contact and interface between the Customer and SAS functions and systems to ensure timely payment of renewal fee.
  • Monitor Customer Health through metrics and other measurements.
  • Discover opportunities for additional software, services, educations and references.
  • Manage progress on Data Enrichment for contacts by the field.
  • Interface to Retention marketing executive team to get campaigns / journeys executed.
  • Engage in Community activities like Ask-the-Expert or similar.
  • Support and consult partners in technology questions when building deal configuration.
  • Enablement of partners in SAS technology from current to cloud based architectures.
  • Report back to manager, CSM on Progress.

For Large Accounts:

  • Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
  • Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer.
  • Develop an understanding of SAS products and services available to help customers adopt and leverage the software to meet their goals and business needs.
  • Discover opportunities for additional software, services, education and references and direct leads accordingly.
  • Develops strategy to work with customers and internal resources to coordinate contract renewals and manage the protection of revenue for the existing renewal stream.

Knowledge, Skills and Abilities

  • Fluent level of Portuguese, Spanish & English.
  • Proven track record within Sales and Relation Management.
  • Good understanding of Digital programs.
  • Ability to develop and execute strategies and support tactics to ensure maximum revenue.
  • Good written, verbal and interpersonal skills.
  • Good organizational skills.
  • Ability to work and learn independently.
  • Good cold calling skills.
  • Problem Solving.
  • Portfolio management.
  • You will benefit from having worked in the software industry. To become successful, you should have an insight into the mechanics of how organizations can get the best out of their IT solutions.
  • Knowledge of SAS products, solutions and services preferred.

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