Sr Associate Customer Success Manager - Bangkok, Thailand

Nice to meet you!

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 Sr Associate Customer Success Manager (CSM) to establish and build broad relationships with SAS customers to Adopt and Expand usage of the SAS software and solutions.

As a Sr Associate 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.
• Jointly define success with customers by understanding the business and/or IT problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
• Work 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. Documents Customer Success Plan with customer and sales.  Shares plan with sales, Professional Services and CIS.
• 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.
• Follow up with customers to track satisfaction levels 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.

Role Competencies:

• Account Planning - Establishing a plan to achieve the sales objectives of an account, taking into consideration overall opportunities, customer business priorities and anticipated business changes, regional issues, past sales results, and available resources; taking action specified in the account plan, reviewing progress, and adjusting the plan as needed.
• Building Customer Relationships - Ensuring that the customer’s internal or external needs are met; building productive relationships with high-priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.
• Driving For Results - Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Required qualifications: 

• Typically requires a minimum two years of experience in sales, business partner relationship development, or technical functions within the technology industry. Experience in at least one vertical market preferred.
• Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
• Knowledge of basic sales techniques
• Ability to work in a fast paced, high volume sales environment
• Knowledge of SAS products, solutions and services preferred
• Working knowledge of SAS technology, architecture and resources is a must
• Working knowledge of Cloud technologies (Cloud Fundamentals Beginner) is an advantage
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

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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