Customer Success Manager

4 weeks ago

Shanghai, Shanghai, China SAS Full time

About the Role

The Customer Success Team at SAS is seeking a highly skilled Customer Success Manager to manage a portfolio of accounts in China. As a Customer Success Manager, you will be responsible for driving adoption, increasing consumption, and retaining customers through a programmatic approach using customer success plans, engagement plans, and systems.

Key Responsibilities

  • Develop strong customer advocates at all levels of the organization (IT to user to Exec) to enable the CSM to become a trusted advisor to our customers.
  • 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.
  • Partner with other SAS stakeholders to develop a comprehensive adoption plan that includes a variety of content, events, email, social media, and innovative campaign approaches.
  • Build reports and analytics to provide key business insights used for data-driven decision making.
  • Lead or assist with gathering CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts.
  • Monitor Customer Success through metrics and other measurements.
  • Develop an understanding of 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 and direct leads accordingly.
  • Introduce new versions of software to existing customers.
  • Follow up with customers to track satisfaction level and to discover additional revenue opportunities; ensure customer is referenceable and share with Reference Management.
  • Compile feedback from end users in the department/SAS stakeholders to identify recurrent system problems or new system needs.
  • Participate on cross-functional teams with the goal of ensuring consistency, accuracy, quality, and globalization of customer success initiatives across major geographies.
  • Collaborate with marketing staff and other customer success staff to integrate and complement strategies and share best practices across multiple channels.
  • Stay abreast of related industry trends and technologies.

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