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Job Description
- Responsible for customer communications and conflict resolution.
- Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
- Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer
- Monitor Customer Success through metrics and other measurements.
- Develop an understanding of SAS products and services available to help customers adopt and leverage the software to meet their goals and business needs
- Discover opportunities for additional software, services, education and references and direct leads accordingly.
- Introduce new versions of software to existing customers.
- Directs internal Institute resources, including pre-sales and post-sales services, contracts, etc. in order to reach objectives.
- Assumes consultative role in dealing with technical issues and interpreting applications needs; prepares customer profiles based on needs analysis of hardware, software, applications, and user levels.
- Conducts extensive follow-up with customers to track satisfaction levels and uncover additional sales opportunities.
- Prepares and delivers presentations to customers at the highest level of management.
- Effectively manages business expenses.
- Ensure ….% complaints closure within TAT without compromising on customer satisfaction.
- Understand customers issues and concerns.
- Assist the customer with resolution Coordination with internal teams liaise with sales, operations for data / details requirement needed for resolving the customer issues.
- Participates in the change management and assimilation process. Observes and describes the impact of business change on the work practices of affected user group(s).
- Process improvements Jointly with other stake holders - Identifying areas for improvement in resolving the CRM within TAT.
- Supports events or other marketing opportunities to connect with target businesses.
- Identifies potential new business opportunities and directs them to appropriate teams.
- Focuses on continuous improvement, value creation and best practice advice.
Job Requirements
- Road experience in a customer facing, service-oriented role within an ICT environment.
- Experience of working in a global matrix organization with geographically distributed teams is an advantage
- Can confidently interact with customers and partners at all levels, identify sales opportunities and influence customer buying decisions. Shows awareness of the value of developing contacts as a way of identifying potential business leads
- Understanding and capability to deal with a business situation (risks and opportunities) in a manner that is likely to lead to a good outcome.
- Experience of acting as the Single Point of Contact and escalation management point for external contacts.
- Experience of working with support management systems such as ITSM, ServiceNow
- Ability to work with data and reporting tools to obtain, understand and use insights to satisfy operational, commercial or improvement needs.
- Compliance and IT Security awareness and understanding of Security protocols
- Experience in Continuous business improvement and value creation for the customer.
- Self-driven and target orientated
- Bachelor’s or Master’s degree required. ITIL Foundation an advantage.
- Excellent written, verbal, and interpersonal communications skills.
- Ability to work effectively in a team environment
- Ability to travel occasionally when needed.
- Ability to work in a fast paced, high-volume sales environment
- Knowledge of SAS products, solutions and services preferred.
- Technical background is an asset.
- Very good Sales experience.
