Senior Customer Success Manager - Banking

Location: Hong Kong

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About the job

The Customer Success Team is looking for a Senior Customer Success Manager to be the strategic partner and trusted advisor for a large Banking customer. In this high-impact role, you will lead the end-to-end customer success journey, ensuring our Financial Services customers derive maximum value from our solutions to achieve their business goals.

The Customer Success Manager is responsible for establishing and building broad relationships with SAS customers to adopt and expand usage of the SAS software and solutions, to identify new opportunities and to engage with other SAS resources to bring the necessary domain and SAS experience to assist with existing SAS implementations and identify new sales opportunities. Plans, coordinates, and executes strategy associated with fostering adoption, generating leads and building awareness. Responsible for renewal revenue working with a cross-functional SAS team. Directly supports business operations to achieve the strategic goals of the Customer Success organization. 

As a Sr Customer Success Manager, you will:

• Serve as primary post-sale point of contact to develop strong customer advocates across the entire organisation 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 goals and/or IT problems 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 requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Documents a Customer Success Plan aligned with Sales, Professional Services and CIS.
• 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 levels and to discover additional revenue opportunities
• Compiles feedback from end users in the department/SAS stakeholders to identify recurrent system problems or new system needs.
• Stays abreast of related industry trends and technologies.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Minimum 5 years of experience in customer success, sales, business partner relationship development, or technical functions within Data, Risk, IT or Project Management.
• Proven ability to build and manage relationships across enterprise organisations
• Track record delivering impactful outcomes working in or with large Banks
• Ability to work independently, travel and spend time on-site in Hong Kong
• Experience managing and delivering against joint plans (Project Plans, Account Plans or Success Plans) with clients, partners, teams amongst multiple stakeholders
• Ability to support transformation initiatives
• Ability to support customer enablement through mentoring, training, and knowledge-sharing
• Experience working as part of Global, International teams
• Experience identifying key influencers and building internal advocacy within complex organisations
• Familiarity with Compliance, Risk, and Governance frameworks relevant to Banking
• Technical experience with SAS is preferred
• Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field
• Fluent in English and Cantonese
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

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