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Client Success Strategist

2 months ago

Cary, North Carolina, United States SAS Full time

Customer Success Manager

Overview

We are a prominent organization in the realm of data and artificial intelligence. Our innovative software and services empower clients globally to convert data into actionable insights and inquiries into solutions.

As a financially robust, multi-billion-dollar entity, we are on the trajectory towards IPO readiness. If you seek a vibrant and rewarding career that offers flexibility and an exceptional employee experience, you will find it with us.

Role Responsibilities

The Customer Success Manager plays a pivotal role in cultivating and nurturing extensive relationships with SAS clients to enhance the adoption and utilization of SAS software and solutions. This position is essential for identifying new business opportunities, fostering referenceable client relationships, and collaborating with SAS resources to provide the necessary expertise for current implementations while uncovering new sales prospects.

You will be responsible for strategizing, coordinating, and executing initiatives aimed at promoting software adoption, generating revenue leads, and enhancing brand awareness. Your involvement may include boosting renewal revenue throughout the customer journey, working alongside a cross-functional SAS team, and directly supporting business operations to meet the strategic objectives of the Customer Success division.

Key Duties

  • Act as the primary post-sale contact to build strong customer advocates across all organizational levels, enabling the CSM to become a trusted advisor.
  • Manage customer communications and resolve conflicts effectively.
  • Collaborate with clients to define success by understanding their business and IT challenges, ensuring optimal software adoption and exceeding expectations.
  • Partner with SAS stakeholders to create a comprehensive adoption strategy that encompasses various content types, events, email, social media, and innovative campaigns.
  • Develop reports and analytics to deliver critical business insights for data-driven decision-making.
  • Lead or assist in gathering requirements for ongoing projects and document the Customer Success Plan, sharing it with sales, Professional Services, and CIS.
  • Monitor customer success through metrics and other performance indicators.
  • Gain a thorough understanding of SAS products and services to assist clients in leveraging software to achieve their objectives.
  • Identify opportunities for additional software, services, education, and references, directing leads as appropriate.
  • Introduce existing customers to new software versions.
  • Follow up with clients to assess satisfaction levels and identify further revenue opportunities, ensuring customers are referenceable and coordinating with Reference Management.

Required Qualifications

  • A minimum of five years of experience in sales, business partner relationship development, or technical roles within the technology sector.
  • Strong written, verbal, and interpersonal communication skills.
  • Excellent organizational abilities.
  • Capacity to work and learn independently.
  • Ability to collaborate effectively within a team environment.
  • Willingness to travel occasionally.
  • Experience in a fast-paced, high-volume sales setting.
  • Familiarity with SAS products, solutions, and services is preferred.
  • Understanding of SAS technology, architecture, and resources.
  • Proficiency in Cloud technologies is essential.
  • An equivalent combination of relevant education, training, and experience may be considered.
  • A curious, passionate, authentic, and accountable mindset is essential.

Preferred Qualifications

  • Experience supporting clients in Manufacturing, Transportation, Entertainment, Retail, Consumer Goods, Agriculture, and Energy sectors during their adoption and retention phases.
  • Background in implementing new software platforms for Growth Industries.
  • Familiarity with SaaS services and technologies.
  • Experience in change management processes.

Benefits

Highlights include:

  • Comprehensive medical, prescription, dental, and vision plans.
  • Various medical plan options, including PPO and HDHP with health savings account contributions.
  • Onsite Health Care Center available for employees and their families enrolled in the PPO plan.
  • An industry-leading 401k plan.
  • Generous time off policies, including vacation, paid holidays, and a U.S. Winter Wellness Break.
  • Volunteer Time Off, parental leave, and unlimited paid sick days.
  • Generous childcare benefits for all full-time employees.

Commitment to Diversity and Inclusion

At SAS, we believe in enhancing our culture through diversity. Our workforce brings together unique talents that inspire teams to create exceptional software reflecting the diversity of our users and clients. Our leadership prioritizes diversity, which is integral to our identity.

In simple terms: you are welcome here.