Summary
SAS has been investing in customer success organization to play a pivotal role in establishing and building broad relationships with SAS customers and helping them grow in their digital transformation journey.
The Customer Success Technical Manager is responsible for identifying strategic opportunities and engages with other SAS resources to bring the necessary technical, domain and SAS experience to assist with development of new sales initiatives as well as existing SAS implementations.
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 Executives) that enable the customer success technical manager to become a trusted technical advisor to our customers.
- Jointly define success with customers by understanding the technical, architectural, and business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
- Works with other SAS stakeholders to develop a comprehensive adoption plan that includes a variety of content, events, email, social media and innovative campaign approaches.
- Builds reports and analytics to provide key business insights used for data driven decision making.
- 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 technical goals and business needs
- Compiles feedback from end users in the department/SAS stakeholders to identify recurrent technical/system problems or new system needs.
- Lead or assist with gathering CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts.
- 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
