Manager-Customer Success

SAS Institute - Heidelberg, DE

Full-time - Manager

Heidelberg, DE

Educational Services

About the position

The Customer Success team plays a crucial role in SAS's long-term customer relationships, with their efforts directly influencing the value customers gain and the overall success of the business relationship. We are looking for a Manager, Customer Success to join this team. You will be responsible for leading and developing a team of Customer Success Managers focused on supporting customers from onboarding through technology adoption and expansion. Additionally, this role involves creating programs to support the company's customer retention. As the voice of the customer and a key driver of revenue within SAS, you will actively participate in forecasting, customer segmentation, and ensuring that proactive offerings are delivered through high-touch, low-touch, and digital channels.

Responsibilities

• Directly oversee a team of Customer Success Managers, determining fair territory assignments, setting and reviewing performance goals, and establishing priorities for all team members.
• Develop procedures and guidelines to support comprehensive territory and account management processes.
• Guide the team and management on customer relationship management techniques, territory/segment management, company policies, SAS software/hardware platforms, market trends, and preparation of complex Customer Success Plans.
• Assist in resolving complex issues and exceptions.
• Collaborate with Sales Business Units, Customer Advisory, Professional services, CIS, Education, Technical Support, R&D, and Marketing to enhance the customer experience.
• Participate with Customer Success Managers and support staff in customer calls and presentations, helping to identify goals, evaluate account needs, and design appropriate strategies.
• Monitor new staff during their initial training, assess their skills throughout the program, and identify internal training needs.
• Ensure that Customer Success Plans are developed in consultation with the customer and sales, and effectively communicate these plans to internal sales and delivery teams.

Requirements

• Ideally a bachelor's or master's degree, preferably in Business, Marketing, Computer Science, etc. (or equivalent qualifications).
• Previous experience in a similar role and/or in customer or business partner relationship management, sales or marketing of software, hardware, related training products and/or services.
• Some previous experience in a leadership role will be a distinctive advantage.
• Fluent in German and English.
• Knowledge of complex computer software products, solutions, services, hardware and/or software acquisition cycles, and buying influences.
• Ability to relate technical and business concepts to SAS applications and user needs.
• Strong leadership, team-building, and presentation skills.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, analytical, and planning skills.
• Ability to travel.
• Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.

Benefits

• Diverse and inclusive work environment.
• Equal opportunity employer.