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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 team is looking for a Customer Success Manager to support North Carolina Goverment customers. Experience working in Government market, specifically with North Carolina customers, strongly preferred.
The CSM is responsible for establishing and building broad relationships with SAS customers to adopt and expand usage of their SAS software and solutions, to identify new opportunities, to foster referenceable relationships with SAS customers, and to engage with other SAS resources to bring the necessary domain and SAS expertise to assist with existing SAS implementations and identify new sales opportunities.
Plans, coordinates, and executes strategy associated with fostering adoption, generating revenue leads and building awareness. May be involved in increasing renewal revenue at each stage of the customer journey, working with a cross-functional SAS team. Directly supports business operations to achieve the strategic goals of the Customer Success organization.
As a Customer Success Manager, North Carolina Government, 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.
- 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.
- 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.
- Develops 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.
- Follows up with customers to track satisfaction levels and to discover additional revenue opportunities; ensure customer is referenceable and share with Reference Management
Required Qualifications
- Knowledge of basic sales techniques.
- Good written, verbal, and interpersonal communications skills.
- Good organizational skills.
- 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
- Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise
- Requires a minimum of five years of experience in sales, business partner relationship development, direct customer success experience, or technical functions within the technology industry.
- Works independently; receives minimal guidance on day-to-day work and new projects or assignments.
- A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
- Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
- An equivalent combination of related education, training and experience may be considered in place of the above qualifications
- You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
Preferred Qualifications
- Experience supporting North Carolina Government clients throughout the adoption phase, and retention phase, of their journey.
- Experiencing implementing new software platforms for Government organizations.
- Experience working with SaaS services and/or technologies.
- Experience with change management.
World-Class Benefits
Highlights include...
- Comprehensive medical, prescription, dental and vision plans.
- Medical plan options include...
- PPO with low annual deductible and copays.
- HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
- Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
- An industry-leading 401k plan.
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are.
To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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 Recruitingsupport@sas.com.
