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Sr. Customer Success Manager

4 months ago

Johannesburg, South Africa SAS Full time

Sr. Customer Success Manager

Job Locations ZA-Johannesburg Requisition ID 20060139 Job Category Customer Success Travel Requirements 25%

Nice to meet you

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

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.

The Customer Success team is looking for a Sr. Customer Success Manager to establish and build broad relationships with SAS customers to adopt and expand usage of the SAS software and solutions, to identify new opportunities and to engage with other SAS resources to bring the necessary domain and SAS experience to assist with existing SAS implementations and identify new sales opportunities.

As a Sr. 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. 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. 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.

Required qualifications

Good knowledge of basic sales techniques.Knowledge of SAS will be a distinctive advantage  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 An equivalent combination of related education, training and experience may be considered in place of the above qualifications.