Senior Cloud Services Delivery Manager

SAS•Cary, NC

2d•Hybrid

About The Position

The Senior Cloud Service Delivery Manager (CSDM) is part of a team of specialized SAS Cloud professionals who work with external customers to ensure that the SAS solutions meet and evolve with their business needs. They possess knowledge of the unique cloud industry best practices, and current and future SAS services and work closely with an extended network of SAS professionals in Customer Success, Technical Support, SAS Cloud, and Professional Services in support of their customers. They own the SAS Cloud Customer Experience and are accountable for ensuring that customers can achieve their desired business outcomes from their SAS Cloud investment.

Requirements

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.

Nice To Haves

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

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.

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.