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• Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) that enable the CSM to become a trusted advisor to our customers.
• Jointly define success with customers by understanding the business and/or IT problems customers are trying to solve in order 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 CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Documents Customer Success Plan with customer and sales. Shares plan with sales, Professional Services and CIS.
• 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.
• Follow up with customers to track satisfaction levels 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.

• Account Planning - Establishing a plan to achieve the sales objectives of an account, taking into consideration overall opportunities, customer business priorities and anticipated business changes, regional issues, past sales results, and available resources; taking action specified in the account plan, reviewing progress, and adjusting the plan as needed.
• Building Customer Relationships - Ensuring that the customer’s internal or external needs are met; building productive relationships with high-priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.
• Driving For Results - Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

• Typically requires a minimum two years of experience in sales, business partner relationship development, or technical functions within the technology industry. Experience in at least one vertical market preferred.
• Bachelor's degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
• Knowledge of basic sales techniques
• Ability to work in a fast paced, high volume sales environment
• Knowledge of SAS products, solutions and services preferred
• Working knowledge of SAS technology, architecture and resources is a must
• Working knowledge of Cloud technologies (Cloud Fundamentals Beginner) is an advantage
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.