SAS is hiring a Cloud Services Delivery Manager to join a team of specialized cloud professionals dedicated to ensuring our solutions evolve with customer business needs. You will own the SAS Cloud customer experience and be responsible for helping customers achieve their desired business outcomes from their investment.
What You'll Do
- Champion and advocate for the customer experience (voice of the customer).
- Ensure timely delivery of customer ecosystems by effectively leading delivery projects.
- Develop a detailed project plan to monitor and track project progress.
- Lead and/or coordinate customer-facing engagements via project planning, resourcing, staffing, progress reporting, troubleshooting, and critical task management.
- Communicate and track regularly on the status of project goals by ensuring project results meet requirements regarding quality, reliability, schedule, and cost.
- Report on progress of project to all stakeholders by presenting reports defining project progress, problems, and solutions.
- Successfully manage relationships with the client and all stakeholders. Establish and maintain relationships with third parties/vendors.
- Validate and confirm customer requirements and prerequisites for cloud services.
- Be 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 customers are achieving their desired outcomes.
- Proactively provide attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
- Provide expertise and may be certified in ITSM 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.
- Be accountable for contractual budget management, ensuring profitability.
- Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
What We're Looking For
- Bachelor’s degree in computer science or a related quantitative field.
- At least 5+ years of service account management, customer success management, consulting, or related role experience.
- Serve as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.
- Facilitate complex meetings with a broad range of customers, internal teams, and/or industry personnel.
- Prevent issues before they arise with proactive planning and regularly scheduled cloud service reviews.
- Engage with customers to capture and document customer success criteria.
Team & Environment
We value curiosity, passion, authenticity, and accountability. These principles influence everything we do.
Work Mode
This role follows a hybrid work model based in Cary, North Carolina.
