Manager-Customer Success

TN Germany; Heidelberg; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading company in data and AI is seeking a Manager for Customer Success in Heidelberg. This role involves leading a team to enhance customer relationships and ensure successful technology adoption. The ideal candidate will possess strong leadership and communication skills, with a background in business or marketing. The position offers a hybrid work model and emphasizes diversity and inclusion.

Qualifikationen

• Experience in customer relationship management, sales, or marketing.
• Fluent in German and English.

Aufgaben

• Oversee a team of Customer Success Managers and set performance goals.
• Collaborate with various teams to enhance customer experience.
• Develop Customer Success Plans in consultation with customers.

Kenntnisse

Leadership

Communication

Organizational Skills

Analytical Skills

Planning Skills

Ausbildung

Bachelor’s or Master’s Degree in Business, Marketing, Computer Science

Jobbeschreibung

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Manager-Customer Success

Job Locations: DE-Heidelberg | Requisition ID: 20061636 | Job Category: Customer Success | Travel Requirements: None

Manager, Customer Success - Hybrid

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 a 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.

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: Heidelberg, Germany

As a Manager, Customer Success, you will:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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

1. Ideally a bachelor’s or master’s degree, preferably in Business, Marketing, Computer Science, etc. (or equivalent qualifications)
2. 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.
3. Fluent in German and English.
4. Knowledge of complex computer software products, solutions, services, hardware, and/or software acquisition cycles, and buying influences.
5. Ability to relate technical and business concepts to SAS applications and user needs.
6. Strong leadership, team-building, and presentation skills.
7. Excellent written, verbal, and interpersonal communication skills.
8. Strong organizational, analytical, and planning skills.
9. Ability to travel.
10. Equivalent combination of education, training, and relevant experience may be considered in place of the above requirements.

Diverse and Inclusive

At SAS, we believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create software that reflects the diversity of our users and customers. We are committed to diversity and inclusion at all levels of our organization. You are welcome here.

SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. SAS may obtain nationality or citizenship information from applicants for compliance purposes, but this is not used to discriminate unfairly in the hiring process.

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