Sr Customer Success Manager

6 months ago

Wellington City, New Zealand SAS Full time

:
**Area**: New Zealand, Wellington

**Division**: Customer Success

**Position**: Sr Customer Success Manager

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 Team is looking for a Senior Customer Success Manager (CSM) to manage a portfolio of accounts within the government business unit. 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 a 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 within SAS (and beyond), have an innovative spirt, a learning 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 Senior 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 best manage the adoption of the software and exceed customer expectations.
- 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

**Role Competencies**:

- Building Customer Relationships

Ensuring that the customer’s internal or external needs are met; building productive relationships with high-priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence
- Creating Demand Through Insight

Identifying the targeted account’s business challenges and needs and their probable causes; providing and provoking convincing insights that compel decision makers to discover or reconsider unrecognized problems and opportunities and the value of addressing them with new solutions to achieve better long-term results (e.g., profitability, revenue, market share).
- Customer Focus

Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
- Account Planning

Establishing a customer success plan to achieve the retention objectives of an account, taking into consideration overall opportunities, customer business priorities and anticipated business changes, regional issues, past results, and available resources; taking action specified in the customer success plan, reviewing progress, and adjusting the plan as needed.
- You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

**Required qualifications**
- Applicable experience working at a Business Customer Advisory role.
- Bachelors/ or higher degree in Business, Marketing or MIS (Computer Sciences) or relevant field.
- Bulleted list of **minimum and essential** 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
- Good knowledge of SAS technology, architecture and resources
- An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

**Preferred qualifications**

Ex

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