Customer Success Manager - MoD

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies and are now a strategic partner to the UK MOD under an Enterprise Agreement.

The Customer Success team is looking for a Customer Success Manager to establish and build broad relationships with our growing UK MOD customer base, to adopt and expand usage of the SAS software and solutions and to engage with other SAS resources to bring the necessary domain and experience to assist with existing implementations.

You will need to be able to work 3 days a week from our client's offices MoD in Central London. 

As a Customer Success Manager, you will:

• Serve as primary post-sale point of contact embedded with the customer to develop strong advocates at all levels of the organization (IT to user to Exec) that enable the Customer Success Manager to become a trusted advisor to our established and new MOD customers.
• Responsible for customer communications and conflict resolution.
• Jointly define success with customers, by understanding the problems customers are trying to solve to best manage the adoption of the software and exceed customer expectations.
• Work 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 requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Documents Customer Success Plan with customers and sales.  Shares plan with Sales, Professional Services, and CIS (Cloud and Information Services).
• 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.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

• Previous experience of the MOD as a civil servant, in one of the services or as a reservist, coupled with experience in a similar role (business partner relationship, sales, technical) within the technology industry.
• Knowledge of how the UK MOD operates, communicates and the processes & procedures it adopts to buy, deploy and utilise data centric software.
• Good knowledge of basic sales technique, communications and organizational skills.
• Ability to work and learn independently and effectively in a military team environment.
• This role requires SC clearance. You must either hold current SC or be eligible and willing to undergo the vetting process.” 
• Ability to travel occasionally and to be on-site with UK MOD customers to attend their routine management events.
• Ability to work in a fast paced, high-volume sales environment.
• Knowledge of SAS products, technology, solutions and services is preferred.
• Good knowledge of Cloud technologies (Cloud Fundamentals Intermediate).

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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