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Client Success Strategist

2 months ago

Cary, North Carolina, United States SAS Full time

Customer Success Manager

Job Locations: US-NC-Cary HQ | US-Remote

Introduction

At SAS, we are pioneers 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 organization poised for IPO, we offer a vibrant and rewarding career environment that emphasizes flexibility and an exceptional employee experience.

Role Overview

The Customer Success Manager plays a pivotal role in cultivating and nurturing extensive relationships with SAS clients. This position focuses on promoting the adoption and enhancement of SAS software and solutions, uncovering new business opportunities, and developing strong, referenceable relationships with our clientele. Additionally, the CSM collaborates with various SAS teams to leverage domain expertise, ensuring successful implementation and identifying new sales prospects.

The CSM is tasked with strategizing, coordinating, and executing initiatives aimed at driving software adoption, generating revenue leads, and enhancing brand awareness. This role may also involve boosting renewal revenue throughout the customer journey while working alongside a cross-functional SAS team. The CSM directly supports business operations to align with the strategic objectives of the Customer Success division.

Key Responsibilities

  • Act as the primary post-sale liaison, fostering strong advocacy among customers at all organizational levels, from IT personnel to executives, establishing trust and credibility.
  • Manage customer communications and resolve conflicts effectively.
  • Collaborate with customers to define success metrics 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 diverse content, events, and innovative outreach campaigns.
  • Develop reports and analytics to provide 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 relevant teams.
  • Monitor customer success through various metrics and performance indicators.
  • Gain a thorough understanding of SAS products and services to assist customers in leveraging software to achieve their objectives.
  • Identify opportunities for additional software, services, and education, directing leads appropriately.
  • Introduce existing customers to new software versions.
  • Follow up with customers to assess satisfaction levels and uncover further revenue opportunities, ensuring they are referenceable.

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 independently and learn autonomously.
  • Ability to collaborate effectively within a team environment.
  • Willingness to travel occasionally.
  • Experience in a fast-paced, high-volume sales context.
  • Familiarity with SAS products, solutions, and services is preferred.
  • Knowledge of SAS technology, architecture, and resources.
  • Understanding of Cloud technologies is essential.
  • Equivalent combinations of 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.
  • An industry-leading 401k plan.
  • Generous time off policies, including vacation, paid holidays, and a Winter Wellness Break.
  • Volunteer Time Off, parental leave, and unlimited paid sick days.
  • Generous childcare benefits for full-time employees.

Commitment to Diversity

At SAS, we prioritize a culture of inclusion. We believe that our diverse workforce is our greatest asset, driving innovation and creativity. Our commitment to diversity is a core value that resonates throughout our organization.

We welcome individuals from all backgrounds and experiences to contribute to our vibrant culture.