Nice to meet you! 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.
We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job The Customer Success team plays a crucial role in SAS's long-term customer relationships, with their efforts directly influencing the value customers gain and the overall success of the business relationship. We are looking for a Manager, Customer Success to join this team and support our customers.
You will be responsible for leading and developing a team of Customer Success Managers focused on supporting customers from onboarding through technology adoption and expansion. Additionally, this role involves creating programs to support the company's customer retention. As the voice of the customer and a key driver of revenue within SAS, you will actively participate in forecasting, customer segmentation, and ensuring that proactive offerings are delivered through high-touch, low-touch, and digital channels.
Location: Milan, Italy. We offer a hybrid approach to work.
As a Manager, Customer Success you will: Directly oversee a team of Customer Success Managers. You'll determine fair territory assignments, set and review performance goals, and establish priorities for all team members. Additionally, you'll develop procedures and guidelines to support comprehensive territory and account management processes.Guide your team and management on customer relationship management techniques, territory/segment management, company policies, SAS software/hardware platforms, market trends, and the preparation of complex Customer Success Plans. You'll also assist in resolving complex issues and exceptions.Take a leadership role in collaborating with Sales Business Units, Customer Advisory, Professional services, CIS (Cloud & Information Services), Education, Technical Support, R&D (Research & Development), and Marketing to enhance the customer experience by offering suggestions for improvements and educating their teams.Participate with Customer Success Managers and support staff in customer calls and presentations, help identify goals, evaluate account needs, and design appropriate strategies. You'll monitor new staff during their initial training, assess their skills throughout the program, and identify internal training needs, making recommendations as needed.Ensure that Customer Success Plans are developed in consultation with the customer and sales, and effectively communicate these plans to internal sales and delivery teams.Required qualifications Ideally a bachelor's or master's degree, preferably in Business, Marketing, Computer Science, etc. (or equivalent qualifications)Previous experience in a similar role and/or in customer or business partner relationship management, sales or marketing of software, hardware, related training products and/or services. Some previous experience in a leadership role will be a distinctive advantage.Fluent in Italian & English.Knowledge of complex computer software products, solutions, services, hardware and/or software acquisition cycles, and buying influences.Ability to relate technical and business concepts to SAS applications and user needs.Strong leadership, team-building, and presentation skills.Excellent written, verbal, and interpersonal communication skills.Strong organizational, analytical, and planning skills.Ability to travel.Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.Diverse and Inclusive 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.
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