Customer Success Manager

Customer Success Manager - Hybrid, Kuala Lumpur

At SAS, where you start doesn’t have to be where you end; and there is ample opportunity for internal career mobility. Whether you’re looking to grow a new skill or experience a new role, there’s no time like the present to take the next step and we’re here to support you in your journey.

About The Job

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. May be involved in increasing renewal revenue at each stage of the customer journey working with a cross-functional SAS team. Directly supports business operations to achieve the strategic goals of the Customer Success organization.

Primary Responsibilities

• 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.
• 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.
• 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
• 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.
  
  

Additional Responsibilities

• Develops strategy to work with customers and internal resources to coordinate contract renewals.
• Manages the protection of revenue for the existing renewal stream.
• Assesses account needs and recommend appropriate solutions by applying knowledge of SAS applications, supported hardware platforms, marketing and business trends, and industry knowledge.
• Works closely with virtual sales team, account managers and executives to facilitate timely response to highly qualified, high revenue potential leads.
• Identifies issues and works closely with PSD, CIS, or other departments within SAS to solve issues which the customer is facing in adopting the software
  
  

Knowledge, Skills And Abilities

• Good knowledge of basic sales techniques
• Good written, verbal, and interpersonal communications skills
• Good 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 preferred
• Good knowledge of SAS technology, architecture and resources; and
• Good knowledge of Cloud technologies (Cloud Fundamentals Intermediate) is a must
  
  

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

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