Customer Success Manager
SAS Institute Inc
Japan, Tokyo
6 日前

Summary :

The will manage a portfolio of customers who have purchased SAS strategic technology and solutions, with the goal of supporting each customer from onboarding right through to technology adoption and use expansion.

The CSM position is key to SAS’ long term relationship with its customers, the contribution of each CSM directly impacts the value realized and the ultimate success of the business relationship.

As well as taking responsibility for developing SAS’ relationship with customers, each CSM will be expected to build positive collaborative partnerships with all key internal SAS organizations, to ensure customer needs are being met in a timely manner.

Primary Responsibilities :

  • Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization , in order to best understand and advise customer staff.
  • Responsible for customer communications and conflict resolution.
  • Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
  • Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer.
  • Monitor Customer Success through a variety of metrics and measures.
  • Develop an understanding of the SAS products and services available to help customers adopt and leverage the software to meet their goals and business needs
  • Discover opportunities for additional software, services, education and references .
  • Introduce new software features to customers, prior to each monthly release.
  • Additional Responsibilities

  • Develop strategy to work with customers and internal resources to coordinate contract renewals.
  • Manage the protection of revenue for the existing renewal stream.
  • Assess account needs and recommend appropriate solutions by applying knowledge of marketing goals and objectives, SAS applications, supported hardware platforms, marketing and business trends, and industry knowledge.
  • Works closely with sales and presales teams, account managers and executives to facilitate timely response to highly qualified, high revenue potential leads.
  • Knowledge, Skills and Abilities

  • Bachelor's degree, preferably in Business, Marketing, MIS or related field.
  • Japanese and English speaking / writing proficiency is required. Other languages desirable.
  • A minimum of five years of experience in sales, business partner relationship development, or technical functions within the technology industry.
  • Experience in at least one vertical market preferred.
  • Excellent knowledge of basic sales techniques.
  • Ability to work and learn independently.
  • Excellent written, verbal, and interpersonal communications skills.
  • Ability to work effectively in a team environment.
  • Ability to travel occasionally.
  • Knowledge of SAS products, solutions and services preferred.
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