Cloud Services Delivery Manager

SAS Institute - Munich, DE

Munich, DE

Educational Services

About the position

As a Cloud Services Delivery Manager you will be part of the SAS Cloud team who works 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 Product Management, Research and Development, 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.

Responsibilities

• Champion and advocate for the customer experience (voice of the customer).
• Provide real-time and on-demand management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.
• Build Customer Success Plans based on customer defined business outcomes, quantifying the customer business benefits and/or outcomes associated with the use of SAS software and managed application services.
• Serve as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.
• Build and maintain strong, long-lasting customer relationships built on trust and transparency.
• Partner with the sales organization to win new business and drive customer renewals, growing accounts organically by identifying opportunities for growth and driving these opportunities with the sales team.
• As relevant, partner with Customer Success organization to identify opportunities to increase SAS usage across customer functions and processes.
• Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.
• Manage 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.
• Conduct regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.
• Proactively provide attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
• Provide expertise in ITIL processes to manage customer service delivery and support.
• Apply critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
• Manage customer budgets, ensuring profitability.
• Provide relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement.
• Identify and implement process improvements based on a data driven approach.
• Lead and facilitate activities that monitor and measure hosting capacity and overall performance; puts forward recommendations for change that maintain optimal hosting and application performance.
• Track all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.

Requirements

• Bachelor's degree or technical certification(s) preferred but not required.
• Typically requires minimum three years of experience in a Customer supporting role.
• Fluency in German and English.
• You're curious, passionate, authentic and accountable.

Nice-to-haves

• 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.