Cloud Services Delivery Manager

hace 6 horas

Madrid, Madrid, España SAS A tiempo completo

About the Job

We're the leader in analytics, and we're looking for a Cloud Services Delivery Manager to join our SAS Cloud team. As a key member of our team, you will work with external customers to ensure that our SAS solutions meet and evolve with their business needs.

Key Responsibilities

  • Champion and advocate for the customer experience (voice of the customer).
  • Provide real-time and on-demand management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.
  • Build Customer Success Plans based on customer defined business outcomes, quantifying the customer business benefits and/or outcomes associated with the use of SAS software and managed application services.
  • Serve as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.
  • Build and maintain strong, long-lasting customer relationships built on trust and transparency.
  • Partner with the sales organization to win new business and drive customer renewals, growing accounts organically by identifying opportunities for growth and driving these opportunities with the sales team.
  • As relevant, partner with Customer Success organization to identify opportunities to increase SAS usage across customer functions and processes.
  • 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.
  • Conduct regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.
  • Proactively provide attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
  • Provide expertise in ITIL processes to manage customer service delivery and support.
  • Apply critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
  • Manage customer budgets, ensuring profitability.
  • Provide relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement.
  • Identify and implement process improvements based on a data driven approach.
  • Lead and facilitate activities that monitor and measure hosting capacity and overall performance; puts forward recommendations for change that maintain optimal hosting and application performance.
  • Track all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.

Additional Responsibilities

  • Serve as the Cloud Service contact for at least one customer project.
  • Provide feedback on internal processes.
  • Facilitate complex meetings with a broad range of customers, internal teams, and/or industry personnel.
  • Actively pursue mentorship and coaching that will assist in detecting and preventing issues.
  • Ensure financial and customer management systems are kept current with relevant customer data.
  • Route incoming customer tickets to appropriate parties for resolution and follow up as needed.

Requirements

  • Bachelor's degree or technical certification(s) preferred but not required.
  • Typically requires minimum three years of experience in a Customer supporting role.
  • Fluency in German and English.
  • You're curious, passionate, authentic and accountable. These are our values and influence everything we do.

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