Manager, Cloud Customer Experience Technical Hybrid 

Nice to meet you!

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The team is looking for a Cloud Customer Experience Manager to care for the regional IT and CIS initiatives 

As a Cloud Customer Experience Manager you will:

• Oversees the technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions end users. Ensures the quality of technical support provided, and takes steps to improve it.
• Monitors the tracking system to ensure adequate responses are given in areas of responsibility within appropriate time frame.  Balances priorities against strategic SAS and customer business needs, specialized domain needs, product direction and maturity, and software release and implementation delivery demands; adjusts staff responsibilities and workloads as necessary.
• Routinely sets and manages expectations, including escalation activities and service level commitments, for internal and external customers (outside business hours for business-critical problems as appropriate). Works with customers, staff, and other divisions to resolve problems and escalations in a timely manner.  Responsible for business management and development of enhanced support services. 
• Strategizes with staff in regard to their work in the customer lifecycle, including pre-sales activities, proof-of-concept, architecture and system design, implementation, hand-off, production support, and maintenance

Required Qualifications

• Bachelor’s degree in Computer Science or related discipline. Some positions may require a Master’s degree in a specified field
• Typically requires five years of experience in support, sales, marketing, consulting, or software research and development. Two years of experience in a leadership role
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
• Ability to speak English and Spanish

Preferred Qualifications

• Knowledge of Technical Support Division procedures and tools

• Knowledge of SAS products and their applications

• Ability to diagnose a broad range of problems

Benefits Highlights

• Your well-being matters, and that's why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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