If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.
What we do
We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.
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
- Bachelor's degree, preferably in Information Technology, Computer Science, Statistics, or related field.
- Typically requires a minimum of five years of experience in technical functions within the technology industry.
- Technical hands-on experience (a MUST) on data analytics technologies, such as Python, SPSS, or AI/ML languages (Lua, R, etc).
- Experience or knowledge of SAS technology is preferred, but not mandatory.
- You’re curious, passionate, authentic and accountable. These are our
Other knowledge, skills, and abilities
- 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 work in a fast paced environment
- Ability to travel occasionally
- 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.
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