Sr Customer Success Manager

Sr. Customer Success Manager - Hybrid

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. Customer Success Manager to establish and build broad relationships with our customers to adopt and expand usage of the SAS software and solutions and to engage with other SAS resources to bring the necessary domain and experience to assist with existing implementations.

As a Sr. Customer Success Manager, you will:

1. 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 Customer Success Manager to become a trusted advisor to our customers.
2. Be responsible for customer communications and conflict resolution.
3. Jointly define success with customers by understanding the business and/or IT problems customers are trying to solve to best manage the adoption of the software and exceed customer expectations.
4. 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.
5. Build reports and analytics to provide key business insights used for data-driven decision-making.
6. Lead or assist with gathering requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Document the Customer Success Plan with customers and sales. Share the plan with Sales, Professional Services, and CIS (Cloud and Information Services).
7. Monitor Customer Success through metrics and other measurements.

Work Location: Marlow, United Kingdom. We offer a hybrid, flexible approach to work.

Required qualifications

1. Previous experience in a similar role within the technology/software industry.
2. Ideally a bachelor’s or master’s Degree in a Technical or Business subject, or equivalent qualification.
3. Knowledge of Data Management, Analytics and/or AI (Artificial Intelligence). Technical knowledge is a distinctive advantage, especially SAS.
4. Design and implement customer success plans. Have an individual, tailored approach to each customer.
5. Good written, verbal, and interpersonal communications and organizational skills.
6. Ability to work and learn independently and as part of a team. Happy to work in a fast-paced environment.
7. Ability to travel to client meetings.
8. An equivalent combination of related education, training, and experience may be considered in place of the above qualifications.

Diverse and Inclusive

At SAS, it is not about fitting into our culture – it is 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 is essential to who we are. To put it plainly: you are welcome here.

Additional Information

To qualify, applicants must be legally authorized to work in the United Kingdom and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status or any other characteristic protected by law.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.