Customer Success jobs in United States

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As a vital member of the SAS Cloud team within the Cloud and Information Services (CIS) division, you will contribute to the management and delivery of hosted and remotely managed SAS application environments. Your role will involve close collaboration with customers, analysts, developers, and implementation teams to ensure the delivery of world‑class SAS services.

Drawing on your advanced technical expertise, you will provide leadership, guidance, and hands‑on support throughout customer engagements—from initial implementation and configuration through to production release and operational deployment. Working alongside a SAS Cloud Customer Success Manager, you will help navigate technical challenges and establish performance metrics that align with customer success criteria. Your contributions to documentation, automation, and knowledge sharing will empower global teams to respond swiftly and effectively to operational incidents.

You will also play a key role in mentoring and training team members, sharing best practices in enterprise application technology, architecture, and support. Collaboration with global R&D, Product, Technical Support, and CIS teams will be essential to maintaining high levels of customer satisfaction and service quality across all managed environments.

In addition, you will lead initiatives aimed at enhancing quality, efficiency, and automation in service delivery. A strong commitment to continuous improvement and a proactive mindset will be critical to success in this role.

• Lead hosted and remotely managed customer projects from kickoff through UAT and go‑live, ensuring smooth execution and technical oversight throughout the lifecycle.
• Provide expert consultation for major post‑deployment changes such as upgrades and migrations, and help resolve complex, recurring issues to maintain system health.
• Define and validate technical requirements to avoid project delays, enhance system stability and monitoring, and ensure adherence to SAS Cloud standards and best practices.
• Act as a SAS Administrator for high‑complexity or urgent tasks, configure and debug mid‑tier software, manage container‑based applications, and develop tools for SAS and third‑party software.
• Apply IT Service Management best practices for change, incident, and problem management, while creating and maintaining service documentation including runbooks, knowledge base articles, and wiki content.
• Exceptional customer service with a customer‑first mindset, working directly with clients and coordinating with support teams and vendors to ensure satisfaction.
• Sharing Facilitate knowledge transfer across the team, sharing expertise on customer engagements and key technologies to foster continuous improvement and team growth.
• 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.

• Experience writing programs in more than one language required. Two years of experience in end user and system administrator consulting or providing other first‑level consulting required.
• Bachelor’s degree in a quantitative field, such as Computer Science, Information Technology, or related field. (or equivalent qualification)
• Previous technical experience including:
  • Experience of SAS Administration or support
  • Experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware
  • Experience with UNIX or Linux supporting enterprise class applications
  • Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

• Building Customer Loyalty: Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust.
• Creating a Service Reputation: Designing and implementing service practices that meet customers’ and own organization’s needs; responding quickly to resolve difficult customer situations and regain customer confidence.
• Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self‑imposing standards of excellence rather than having standards imposed.

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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.