SAS
Sr Customer Success Manager
SAS, Cary, North Carolina, United States, 27518
Senior Customer Success Manager
- Remote or 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 Senior Customer Success Manager is responsible for establishing and building broad relationships with SAS US Department of Defense and Intelligence Community customers. The CSM role focuses on direct client relationships 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.
As a
Customer Success Manager: Department of Defense, Intelligence, Space Force , you will:
Plan, coordinate and execute strategy associated with fostering adoption, generating leads and building awareness.
Be involved in increasing renewal revenue at each stage of the customer journey working with a cross-functional SAS team.
Directly support business operations to achieve the strategic goals of the Customer Success organization.
Contract growth is the defining measure of success, the successful candidate drives the how.
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.
Be responsible for customer communications and conflict resolution.
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 to secure buy-in from all departments.
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; ensure customer is referenceable and share with Reference Management.
Required Qualifications
Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
Minimum of twelve years of experience in sales, business partner relationship development, or technical functions within the technology industry.
Experience working with the Department of Defense, Intelligence and/or Government System Integrator communities.
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
US Government Issued Security Clearance, or ability to hold one.
Superior knowledge of basic sales techniques.
Familiarity with Federal Government architectures.
Excellent written, verbal, and interpersonal communications skills.
Coordination, Communication and Organization skills with Stakeholders on behalf of SAS is key.
Experience as capture lead and the know-how of managing relationships with internal/external stakeholders while growing the program.
You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
Preferred Qualifications
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.
Knowledge of SAS products, solutions and services.
World-class benefits
Highlights include...
Comprehensive medical, prescription, dental and vision plans with a low annual deductible and copays.
Onsite Health Care Center (HQ) that’s free to employees and covered family members.
Onsite pharmacy (HQ) where a 30-day supply of any generic drug costs $5 or less. Not local? They ship for free.
An industry-leading 401k plan.
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.
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
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 race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Equal Employment Opportunity is the Law. Also view the supplement EEO is the Law, and the Pay Transparency notice.
Job level will be determined based on the applicant's education, skills and experience. 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.
#J-18808-Ljbffr
- Remote or 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 Senior Customer Success Manager is responsible for establishing and building broad relationships with SAS US Department of Defense and Intelligence Community customers. The CSM role focuses on direct client relationships 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.
As a
Customer Success Manager: Department of Defense, Intelligence, Space Force , you will:
Plan, coordinate and execute strategy associated with fostering adoption, generating leads and building awareness.
Be involved in increasing renewal revenue at each stage of the customer journey working with a cross-functional SAS team.
Directly support business operations to achieve the strategic goals of the Customer Success organization.
Contract growth is the defining measure of success, the successful candidate drives the how.
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.
Be responsible for customer communications and conflict resolution.
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 to secure buy-in from all departments.
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; ensure customer is referenceable and share with Reference Management.
Required Qualifications
Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
Minimum of twelve years of experience in sales, business partner relationship development, or technical functions within the technology industry.
Experience working with the Department of Defense, Intelligence and/or Government System Integrator communities.
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
US Government Issued Security Clearance, or ability to hold one.
Superior knowledge of basic sales techniques.
Familiarity with Federal Government architectures.
Excellent written, verbal, and interpersonal communications skills.
Coordination, Communication and Organization skills with Stakeholders on behalf of SAS is key.
Experience as capture lead and the know-how of managing relationships with internal/external stakeholders while growing the program.
You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
Preferred Qualifications
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.
Knowledge of SAS products, solutions and services.
World-class benefits
Highlights include...
Comprehensive medical, prescription, dental and vision plans with a low annual deductible and copays.
Onsite Health Care Center (HQ) that’s free to employees and covered family members.
Onsite pharmacy (HQ) where a 30-day supply of any generic drug costs $5 or less. Not local? They ship for free.
An industry-leading 401k plan.
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.
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
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 race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Equal Employment Opportunity is the Law. Also view the supplement EEO is the Law, and the Pay Transparency notice.
Job level will be determined based on the applicant's education, skills and experience. 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.
#J-18808-Ljbffr