We’re a leader in data and AI. 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 Customer Success Team is looking for a Customer Success Manager (CSM) to manage a portfolio of accounts in China. The CSM works with customers to create opportunities for SAS to help leverage the most value from their investment in SAS Software and Services. The job of a CSM is to drive adoption, increase consumption and retain our customers through a programmatic approach using a customer success plans, engagement plans and systems. If you are looking for the next career growth opportunity within SAS (and beyond), have an innovative spirt, a learning mindset and are committed to contributing to a winning team – then a role in Customer Success is probably what you’re looking for!

As a Customer Success Manager, you will:

• 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.
• Responsible for customer communications and conflict resolution. 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.
• Partner with other SAS stakeholders to develop a comprehensive adoption plan that includes a variety of content, events, email, social media and innovative campaign approaches.
• Build reports and analytics to provide key business insights used for data driven decision making.
• Lead or assist with gathering CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts.
• Monitor Customer Success through metrics and other measurements.
• 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.
• Introduce new versions of software to existing customers.
• Follow up with customers to track satisfaction level 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.
• Participate on cross-functional teams with the goal of ensuring consistency, accuracy, quality and globalization of customer success initiatives across major geographies.
• Collaborate with marketing staff and other customer success staff to integrate and complement strategies and share best practices across multiple channels.
• Stay abreast of related industry trends and technologies.

Required Qualifications

• 5+ years of experience in sales, business partner relationship development, or technical functions within the technology industry.
• IT or software-driven technical background with customer facing experience is highly preferred. PM /presale/ solution selling experience is a plus.
• Ability to fully understand customer’s requirements, demonstrate and influence and lead customer’s expectation at different customer level.
• Knowledge of SAS technology, architecture, products, solutions and services is advantageous.
• Advanced knowledge of cloud technologies (Cloud Fundamentals Intermediate) is desirable.
• Ability to work on complex issues where data analysis requires an in-depth evaluation of variable factors, to exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results, to network with key contacts outside own area of expertise.
• Good knowledge of basic sales techniques.
• Good written, verbal, and interpersonal communications skills in Mandarin and English.
• Strong resilience and organizational skills to work in a fast paced, high-volume sales environment.
• Ability to work and learn independently as well as work effectively in a team environment.
• Ability to travel occasionally as per business request. 
• Bachelor's degree, preferably in Business, Marketing, MIS or related field.
• An equivalent combination of related 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.

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.

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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