Customer Success Manager

Job Description

Customer Success Manager- Remote or Hybrid (Canada)

We’re a leader in data and AI. 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.

About the job

The Customer Success Manager is responsible for establishing and building broad relationships with SAS Canada Government Customers both at the Federal and Provincial levels. The CSM role focuses on direct client relationships 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 Customer Success Manager: Canadian Government (Federal and Provincial), you will:

• Plan, coordinate and execute strategy associated with fostering adoption, generating leads and building awareness.
• Be involved in increasing renewal revenue at each stage of the customer journey working with a cross-functional SAS team.
• Directly support business operations to achieve the strategic goals of the Customer Success organization.
• Contract growth is the defining measure of success, the successful candidate drives the how.
• 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.
• Be 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 to secure buy-in from all departments.
• 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.
• Follow up with customers to track satisfaction levels and to discover additional revenue opportunities; ensure customer is referenceable and share with Reference Management
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required Qualifications

• Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
• Minimum of five years of experience in sales, business partner relationship development, or technical functions within the technology industry.
• Excellent written, verbal, and interpersonal communications skills
• Coordination, Communication and Organization skills with Stakeholders on behalf of SAS is key.
• Experience as capture lead and the know-how of managing relationships with internal/external stakeholders while growing the program
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications

Preferred Qualifications

• Excellent 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
• Knowledge of SAS products, solutions and services
• Familiarity with Canadian Federal Government architectures.

Additional competencies, knowledge and skills

• Account Planning - Establishing a plan to achieve the sales objectives of an account, taking into consideration overall opportunities, customer business priorities and anticipated business changes, regional issues, past sales results, and available resources; taking action specified in the account plan, reviewing progress, and adjusting the plan as needed.
• Advancing Sales Discussions – Leading discussions with influential decision makers that progress the sale by effectively clarifying information, offering insights, addressing objections, and gaining agreement to move to the next step in the buying process.
• Creating Demand Through Insight – Identifying the targeted account’s business challenges and needs and their probable causes; providing and provoking convincing insights that compel decision makers to discover or reconsider unrecognized problems and opportunities and the value of addressing them with new solutions to achieve better long-term results.

Benefits highlights

• Comprehensive medical, prescription, dental and vision plans and a health care spending account.
• Short- and long-term disability plans.
• Group RRSP matching program.
• Gym membership and fitness equipment reimbursement.
• Generous time away including vacation time, a variety of paid holidays, volunteer time off and unlimited sick days.
• Your well-being matters, and that’s why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

Additional Information:

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact [email protected].

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