Sr Customer Success Manager

:
**Area**: New Zealand, Wellington

**Division**: Customer Success

**Position**: Sr Customer Success Manager

**Summary**

The Customer Success Manager (CSM) is responsible for establishing and building broad relationships with SAS customers to identify strategic opportunities to drive customer value, onboarding, adoption, and retention at SAS customers. The CSM engages with other SAS resources to bring the necessary domain and SAS experience to assist customer to operationalize use cases and initiatives to support new as well as existing SAS implementations.

Plans, coordinates and executes strategy associated with fostering adoption, generating leads and building awareness. Maybe 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 problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
- Builds 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.
- 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.
- Follows 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.
- Participates on cross-functional teams with the goal of ensuring consistency, accuracy, quality and globalization of customer success initiatives across major geographies.
- Collaborates with marketing staff and other customer success staff to integrate and complement strategies and share best practices across multiple channels.
- Stays abreast of related industry trends and technologies.

**Additional Responsibilities**
- Directs internal Institute resources, including pre-sales and post-sales services, contracts, etc. in order to reach objectives.
- Conducts extensive follow-up with customers to track satisfaction levels and uncover additional opportunities for customer adoption.
- Prepares and delivers presentations to customers at the highest level of management.
- Effectively manages business expenses

**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 environment
- Knowledge of SAS products, solutions and services preferred

**Experience**

Typically requires a minimum of eight years of experience in customer advisory, business partner relationship development, or technical functions within the technology industry. Cloud and hosted managed services experience with be advantageous. Experience in at least two industries - Government market preferred.

**Why SAS**
- We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.
- Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring
- All valid SAS job openings are located on the Careers page at _
- before taking any further action. _
- SAS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law._

**#LI-JE1 #LI-HYBRID