Manager, Customer Success

4 days ago

Kuala Lumpur, Malaysia SAS Full time

:
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 Manager, Customer Success to be responsible for developing and managing a team of Customer Success Managers with the goal of supporting the customer from onboarding through technology adoption and use expansion. Being the customer’s voice, and revenue driver force within SAS, actively participating in forecasting, customer segmentation and ensuring proactive offering will be delivered to customers through high/low/digital touch. Our team plays a pivotal role in establishing and building broad relationships with SAS customers and helping them grow in their digital transformation journey.

**Primary Responsibilities**:

- Directly manage a team of Customer Success Managers (CSM), Sr CSM’s and Renewal Managers
- Manager coverage for very high ERR, top at-risk accounts and Hosting accounts
- Serve as an advisor and resource to team members and management in all aspects of customer relationship management skills and techniques, territory/segment management, policies and procedures, SAS software/hardware platforms, market trends and preparation of complex Customer Success Plans as needed, and formulation of resolutions and responses related to unusual complex problems and exceptions.
- Assume a leadership role in collaborating with other business units to improve the customer experience by making suggestions for enhancements, improvements and educating their staff.
- Participate with CSMs and support staff in customer calls and presentations, goal identification, evaluation of account needs, and design of appropriate strategies.
- Monitor new staff during their initial training program period and evaluates their skills throughout the program based on training objectives; identify internal training needs and make recommendations where appropriate.
- Ensure Customer Success Plans are created in consultation with customer and sales. Communicates customer success plan internally to sales and delivery teams (PS & CIS).
- Promote and utilize SAS selling concepts and techniques.
- Deliver timely and accurate reports to management.
- Perform other duties as assigned.

**Required qualifications**:

- 10 years of experience in sales, business partner relationship development, or technical functions within the technology industry.
- Experience managing and leading a high-performance sales team
- Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
- Good knowledge of sales techniques
- Good written, verbal, and interpersonal communications skills
- Good organizational skills
- Ability to work effectively in a team environment and independently
- An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

**Preferred qualifications**:

- Technical hands-on experience on data analytics technologies, such as Python, SPSS, or AI/ML languages (Lua, R, etc).
- Experience or knowledge of SAS technology.

**Additional Information**:

- All valid SAS job openings are located on the Careers page at _
- before taking any further action._

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