Cloud Service Delivery Manager (Emerging Careers) – Remote or Hybrid | Cary, North Carolina
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.
About the job
The Cloud Service Delivery Manager (CSDM) is part of a team of specialized SAS Cloud professionals who work with external customers to ensure that the SAS solutions meet and evolve with their business needs. They possess knowledge of the unique cloud industry best practices, and current and future SAS services and work closely with an extended network of SAS professionals in Customer Success, Technical Support, SAS Cloud, and Professional Services in support of their customers. They own the SAS Cloud Customer Experience and are accountable for ensuring that customers can achieve their desired business outcomes from their SAS Cloud investment.
As a CSDM you will:
- Champion and advocate for the customer experience (voice of the customer).
- Provides a white glove service by establishing strong, long-lasting customer relationships built on trust and transparency.
- Champions and advocates for the customer experience (voice of the customer).
- Ensures timely delivery of customer ecosystems by effectively leading delivery projects.
- Validates and confirms customer requirements and prerequisites for cloud services.
- Welcomes and onboards new cloud customers.
- Builds and maintains project delivery timelines.
- Provides real-time management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.
- Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.
- Manages a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside of normal business hours.
- Conducts regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.
- Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
- Provides expertise and may be certified in ITSM processes to manage customer service delivery and support.
- Applies critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
- Accountable for contractual budget management, ensuring profitability.
- Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement and to inform renewal contracts.
- Identifies and implements process improvements based on a data driven approach.
- Tracks all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.
- Communicates with internal stakeholders creating awareness and visibility into issues impacting customer health.
Required qualifications
- You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.
- Bachelor’s degree in Computer Science or a related quantitative field.
- At least 3+ years of service account management, customer success management, consulting, or related role experience.
- Serves as the Cloud Service contact for at least one customer project.
- Provides feedback on internal processes.
- Facilitates complex meetings with a broad range of customers, internal teams, and/or industry personnel.
- Actively pursues mentorship and coaching that will assist in detecting and preventing issues.
- Ensures financial and customer management systems are kept current with relevant customer data.
- Routes incoming customer tickets to appropriate parties for resolution and follow up as needed.
Preferred qualifications
- Excellent communication skills
- Ability to work well under pressure
- Ability to establish and maintain strong customer relationships
- Experience in presenting to end users
- Ability to work independently and as part of a team
- Aptitude to learn and understand technical concepts, structures, requirements, environments, etc.
- Foundational understanding of managed service delivery models and applicable industry/verticals
- Ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries
World-class benefits
Highlights include...
- Comprehensive medical, prescription, dental and vision plans with a low annual deductible and copays.
- Onsite Health Care Center (HQ) that’s free to employees and covered family members.
- Onsite pharmacy (HQ) where a 30-day supply of any generic drug costs $5 or less. Not local? They ship for free.
- 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
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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.
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