Customer Success Manager

1 week ago


London, Greater London, United Kingdom SAS Full time

About the Role


The Customer Success Operations team is seeking a Customer Engagement Manager for a maternity cover, with a fixed-term contract of approximately 1 year. The successful candidate will develop and execute customer strategy and/or programs, and manage teams across three locations to achieve results through leadership, planning, and implementing methods, strategies, and business initiatives.



Key Responsibilities



  • Direct the development of company customer programs and services
  • Use analytics to provide key business insights
  • Interact with internal staff, clients/customers, subcontractors, and applicable SAS departments
  • Lead one or more of the following functions: Marketing, Customer Success, Education, TS etc
  • 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, making requests for personnel, equipment, and other resources, recruiting, interviewing, performance management, improving performance standards, providing performance feedback and coaching, encouraging skill development, and professional growth
  • 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 a 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, Catalyzing New Approaches to Improve Results, 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, Developing Alternatives Based on Logical Assumptions, Facts, Available Resources, Constraints, and Organizational Values
  • Emotional Intelligence Essentials, Establishing and Sustaining Trusting Relationships, Accurately Perceiving and Interpreting Own and Others' Emotions and Behavior, Leveraging Insights to Effectively Manage Own Responses


About SAS


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.



Benefits Highlights



  • Recreation and Fitness center offering recorded fitness classes
  • Support for all dimensions of your well-being, reducing stress and distractions to help you remain healthy and productive


We're a Leader in Data and AI


We inspire customers around the world to transform data into intelligence – and questions into answers. Join our team and find a dynamic, fulfilling career coupled with flexibility and world-class employee experience.



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