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SAS · 2 days ago

Senior Cloud Services Delivery Manager

US-NC-Cary HQ

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

SAS is a leader in analytics, helping customers transform data into intelligence. The Senior Cloud Service Delivery Manager will work with external customers to ensure SAS solutions meet their business needs, advocating for customer experience and managing complex projects to drive value realization.

AnalyticsData GovernanceData ManagementEnterprise SoftwarePredictive AnalyticsSoftware

Culture & Values

No H1B

U.S. Citizen Only

Responsibilities

Act as a Primary Point of contact for SAS Cloud Customer to drive time to value and ensure optimal customer experience and value realization

Champion and advocate for the customer experience (voice of the customer) - provide a white glove service by establishing strong, long-lasting customer relationships built on trust and transparency

Ensure timely delivery of customer ecosystems by effectively leading delivery projects

Provides real-time management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services

Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours

Manage a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside of normal business hours

Proactively manage customer lifecycle journey with SAS, provide attention and escalation for urgent issues or concerns, effectively collaborate internally to achieve desired outcomes

Apply critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams

Accountable for contractual budget management, ensuring profitability

Identify and implement process improvements based on a data driven approach

Communicate with internal stakeholders creating awareness and visibility into issues impacting customer health

Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do

Qualification

Cloud Service ManagementCustomer Success ManagementProject ManagementITIL ProcessesETL MethodologiesCommunicationProblem SolvingOrganizational SkillsInterpersonal Skills

Required

US Citizen required

At least 8+ years of service account management, customer success management, consulting, or related role experience

Bachelor's degree in Computer Science or a related quantitative field

Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions

Provides input into the design and documentation of internal processes and drives innovation

Leads complex meetings with a broad range of customers, internal teams, and/or industry personnel

Prevents issues before they arise with proactive planning and regularly scheduled cloud service reviews - proactively manages stakeholders to prevent or minimize escalations

Serves as a mentorship resource or subject matter expert to other team members

Engages with customer stakeholders to collaborate on the definition of customer success criteria

Develops methods to measure and track performance against success criteria

Establishes appropriate methods to report and share customer experience performance

Proposes and leads cross functional initiatives for continual service improvement

Equivalent combination of related education, training and experience may be considered in place of the above qualifications

Excellent communication skills

Ability to work well under pressure

Ability to establish and maintain strong customer relationships

Understanding of technical concepts, structures, requirements, environments, etc

Ability to execute on initiatives with minimal guidance and without step-by-step instructions

Solid understanding of Information Technology Infrastructure Library (ITIL) processes and principles

Understanding of ETL (Extract, Transfer, Load) methodologies

Excellent problem solving, organizational, decision-making written, oral and interpersonal skills

Benefits

Comprehensive medical, prescription, dental and vision plans.

Medical plan options include: PPO with low annual deductible and copays.

HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).

Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There’s a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!

An industry-leading 401k plan.

Tuition Assistance Program and programs and resources to support your development

Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.

Volunteer Time Off, parental leave and unlimited paid sick days.

Generous childcare benefits for all full-time employees.