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Customer Engagement Manager

2 months ago

London, Greater London, United Kingdom SAS Full time

About the Job

The Customer Success Operations team at SAS is seeking a Customer Engagement Manager to lead the development and execution of customer strategy and programs. This is a maternity cover for approximately 1 year, fixed-term contract.

Key Responsibilities

  • Develop and execute customer strategy and programs to drive business results
  • Lead and manage teams in three locations to accomplish results through planning, implementing, and leading methods, strategies, and business initiatives
  • Direct the development of company customer programs and services
  • Use analytics to provide key business insights
  • Interact with internal staff, clients, subcontractors, and applicable departments
  • Be responsible for leadership in one or more of the following functions: Marketing, Customer Success, Education, and Technical Support
  • Identify outreach opportunities through research, customer feedback, analytics, best practices, company or customer insights
  • Collaborate with global personnel to confirm goals, requirements, and priorities for supporting and improving reporting teams
  • Create shared visions and detailed plans with key stakeholders on how to maximize goals and programs through the use of team resources, delivering measurable results
  • Perform all functions related to leading and managing a dynamic team, including determining resource needs, recruiting, interviewing, performance management, improving performance standards, and providing performance feedback and coaching
  • Establish and prioritize department responsibilities and objectives, ensuring that projects are completed on time following established procedures and schedules

Requirements

  • Previous experience as a Customer Success Manager in the technology sector or shared services management experience, with a minimum of 3 years of experience
  • Bachelor's Degree, preferably in Business, Computer Science, or other related field
  • Equivalent combination of education, training, and experience may be considered in place of the above qualifications
  • Leading Change: driving organizational and cultural changes needed to achieve strategic objectives; catalyzing new approaches to improve results by transforming organizational culture, systems, or products/services; helping others overcome resistance to change
  • Strategic Planning: obtaining information and identifying key issues and relationships relevant to achieving a long-range goal; committing to a course of action to accomplish a long-range goal after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values
  • Emotional Intelligence Essentials: establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others' emotions and behavior; leveraging insights to effectively manage own responses so that one's behavior matches one's values and delivers intended results

Benefits Highlights

  • Our Recreation and Fitness center offers recorded fitness classes to help you fit movement into your day
  • 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

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.