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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 Customer Success Team is looking for a Customer Success Manager (CSM) to manage a portfolio of accounts within the New Zealand Business with a primary focus on Financial Services. The CSM works with customers to create opportunities for SAS to help leverage the most value from their investment in SAS Software and Services. The job of a CSM is to drive adoption, increase consumption and retain our customers through a programmatic approach using customer success plans, engagement plans and systems. The ANZ customer success team includes 9 highly diverse and dynamic individuals who are driven by curiosity and are passionate about driving positive customer outcomes – we live the values of respect, trust, and integrity. If you are looking for the next career growth opportunity, have an innovative spirit, a growth mindset and are committed to contributing to a winning team – then a role in Customer Success is probably what you're looking for!
As a Customer Success Manager, you will:
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 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.
Run workshops to help with enablement and adoption. Have knowledge and expertise in SAS coding and systems. Setup user groups and present to communities of practice.
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 team. Share plans with SAS Sales, Professional Services and CIS teams.
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.
Keep up with related industry trends and technologies.
Additional Responsibilities:
Develop strategies to work with customers and internal resources to coordinate contract renewals.
Manage the protection of revenue for the existing renewal stream.
Assess account needs and recommend appropriate solutions by applying knowledge of SAS applications, supported hardware platforms, marketing and business trends, and industry knowledge.
Work closely with sales team, account managers and executives to facilitate timely response to highly qualified, high revenue potential leads.
Identify issues and work closely with Professional Services, Cloud Information Systems or other departments within SAS to solve issues which the customer is facing in adopting the software.
You're curious, passionate, authentic and accountable. These are our values and influence everything we do.
Required qualifications:
8 to 10+ years of experience in a Business / Customer Advisory / Pre-sales role.
Bachelors/ or higher degree/diploma in Business, Marketing or MIS (Computer Sciences) or relevant field.
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.
Good knowledge of SAS technology, coding architecture and resources.
An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
Preferred qualifications:
Work experience in Financial Services and/or Government sector preferred (NEW ZEALAND POSITION).
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.
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