• Customer Success, Senior Manager (M/W/D)

    Requisition ID
    Primary Location - Country
    Job Category
  • Germany SAS


    With 14,000 experts, 40 years of experience, SAS is one of the world's largest software vendors and market leader in Big Data Analytics. Founded in 1976, the US parent company is headquartered in Cary, North Carolina. SAS is one of the most popular employers worldwide. Top placements on the renowned "Great Place to Work" rankings confirm the extraordinary satisfaction of our own employees.


    The Customer Success Manager will be the primary point of contact for some of SAS’ largest clients providing post-sales support at a senior level. In this position the individual will be an advocate and serve as the primary contact for any escalation point into SAS. The Customer Success Manager will work with the client to facilitate the timely and efficient resolution of all post-sale SAS issues and requests. This role provides input and guidance to the client on how to optimize their SAS investment, and contributes to the growth and success of the customer’s relationship with SAS. The position will work closely with all existing roles that also support our clients across Sales, Service Delivery and Global Customer Success. You will be part of a new team with an amazing growth opportunity. 



    Primary Responsibilities

    • Establish ongoing, strong customer relationships to manage expectations and support long term partnerships to drive successful projects. Establish strong relationships with internal SAS stakeholders including Delivery, R&D, DevOps, Pre-Sales and Technical Support teams
    • Maintain continuity with the customer and project/program over the life of a program
    • Create a vision and articulate the value of SAS and services to CXO level customer stakeholders
    • Resolve conflict in a satisfactory manner, including engaging management as necessary
    • Prepare and deliver presentations at senior management (CXO) levels
    • Participate in services opportunity review sessions with account teams and senior management
    • Retain a base level of technical knowledge and aptitude for SAS technology, solutions and service capabilities and be able to represent this level of information to customers
    • Exhibit strong team building skills to effectively gather the required SAS and/or partner assets needed to deliver customer requirements and provide the business value needed by SAS customers
    • Leverage methodologies, enablers and best practices to support customer resolutions
    • Maintain an individual training plan on key SAS technology and solutions
    • Investigate and probe customer requirements/service needs and manage expectations and escalations


    Essential Qualifications

    • Bachelor's degree, preferably in Business, Computer Science or related field
    • Strong communication skills
    • Experience in sales, business partner relationship development, or technical functions within the technology industry
    • Experience working as a Customer Success Manager in Software as a Service (SaaS) environment preferred
    • Experience in at least one vertical market preferred
    • Fluency in English required, fluency in at least one additional language (German/French/Italian/Spanish/Portuguese) preferred
    • Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above

    Knowledge, Skills and Abilities

    • Expert knowledge of strategic sales techniques; SAS solutions and services, architecture and resources
    • Ability to work effectively in a team environment; ability to work independently; ability to travel on a frequent basis
    • Superior problem-solving and conflict resolution skills, decision making, and interpersonal skills 


    What’s in it for you?


    This is a unique opportunity for someone who is reward and results driven while looking for the opportunity to make a real difference. Here at SAS, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.


    We also work with our colleagues to understand their long-term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.




    This role is based out of one of our North EMEA headquarters and will require some travel. We have a modern working environment with superb facilities designed to promote wellbeing, creativity and collaboration.


    About SAS:

    SAS believes in the whole employee experience. Meaningful work. Empowerment to make a difference that changes people’s lives. Dynamic work environments that foster innovation. And an award-winning culture that makes it all possible. We believe great ideas can come from anywhere. Whether you're a university recruit, or an experienced professional ready for the next big challenge, SAS brings perks, passion, and the potential to grow. No limits.


    Big Data. Bigger Opportunities.


    Some people see data as facts and figures. But it’s more than that. It’s the lifeblood of business. It contains an organisation’s history and it’s trying to tell you something. SAS helps customers around the world make sense of the message.

    As the leader in business analytics software and services, SAS transforms data into insights that give our clients a fresh perspective on their business. They can identify what’s working. Fix what isn’t and discover new opportunities.

    At SAS, we set the bar high for our employees and give them a culture that fosters creativity and promotes innovation. This approach springs from CEO Jim Goodnight’s philosophy: “Treat employees like they make a difference and they will.” To get a feel for what it is like to work at SAS


    SAS is an equal opportunity 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. 


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