Manager, Customer Success

Job Description

We are seeking a Programmatic Manager of Customer Success Managers in the customer success organization.  This position is responsible for leading and developing a high-performing, expert team of Customer Success Managers (CSMs) to support the customer from pre-sales, sales, onboarding, technology adoption, and use expansion for the Americas Accounts.  The Programmatic CSM team is run on a 1:many model, meaning the Manager of this position will have to create strategies to help the CSMs best support hundreds of customers, utilizing AI, light-touch tactics, self-serve, automation and scale.

As a Programmatic Manager, Customer Success, you will:

• Communicate well to customer leaders and agencies/departments to assist in their efforts to solve complex big data analytics problems. 
• Have passion for the job, providing strategic guidance, advisement, and directives to internal and external stakeholders and messaging SAS value and commitment to customer success. 
• Lead a team that is an integral part of SAS’ long-term relationship with its customers. The efforts put forth by this team will directly impact the value realized and the ultimate success of the business relationship. 
• Develop strategies  to support the company’s customer retention, adoption, value realization and renewal strategy. 
• Be the customer’s voice, and revenue driver force within SAS
• Directly manage a team of Customer Success Managers as it relates to Americas Programmatic Accounts
• Determine equitable territory assignments; set and review performance goals and establishes priorities, expectations and deliverables for all reporting staff. Determines optimal utilization of staff and resources to achieve Customer Success goals.
• Serve as an advisor and resource to team members and management in all aspects of customer relationship management skills and techniques, territory/segment management, policies and procedures, SAS software/hardware platforms, market trends and preparation of Customer Success Plans as needed, and formulation of resolutions and responses related to unusual complex problems and exceptions.
• Assume a leadership role in collaborating with Sales Business Units, Customer Advisory, PSD, CIS, Education, Technical Support, R&D and Marketing to improve the customer experience by making suggestions for enhancements, improvements and educating their staff.
• Participate with CSMs and support staff in customer calls and presentations, goal identification, evaluation of account needs, and design of appropriate strategies. Attend customer follow-up meetings regularly to ensure satisfaction levels and uncover additional up/cross-sales opportunities  
• Monitor new staff during their initial training program period and evaluates their skills throughout the program based on training objectives; identify internal training needs and make recommendations where appropriate.
• Review existing and introduce new strategy of customers engagement and Direct internal resources, including pre-sales and post-sales services, contracts, etc., education on post-sales offering in order to reach objectives.
• Ensure Customer Success Plans are created in consultation with customer and sales.  Communicates customer success plan internally to sales and delivery teams (PS & CIS). Timely and accurately forecast (PTG) of Existing Recurring Revenue for Customer Accounts under control of their Customer Success team
• Ensure Revenue Risks are created and maintained by the Customer Success team for customers under their control and a mitigation plan is documented and communicated to all SAS stakeholders
• Be responsible for helping support forecasting, escalations and risk reviews for the Programmatic patch of customers

Role Competencies:

• 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.
• Driving for Results – Setting high goals for personal and group accomplishment; using measurement methods to monitor progress towards goals; tenaciously working to meet or exceed goals.
• Creating Demand Through Insight – Identifying the targeted account’s business challenges and needs and their probably causes; providing and provoking convincing insights that compel decision makers to discover or reconsider unrecognized problems and opportunities and the value of addressing them with new solutions to achieve better long-term results.

Required qualifications

• Minimum of eight years of experience in customer success, sales, business partner relationship development, or technical functions within the technology industry.
• Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field. 
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
• Good knowledge of SAS products, solutions and services
• Superior knowledge of basic sales techniques
• Excellent written, verbal, and interpersonal communications skills
• Excellent organizational skills
• Ability to work and learn independently
• Ability to work effectively in a team environment
• Ability to travel occasionally
• Ability to work in a fast paced, high-volume sales environment
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

World-class benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include:
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Tuition Assistance Program and programs and resources to support your development
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

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.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, 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 any characteristic protected by law. Read more: Know Your Rights. 

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.

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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