Principal Cloud Services Delivery Manager- Remote

 

 

Principal, Cloud Service Delivery Manager – Remote or Hybrid | Cary, North Carolina 

 

Nice to meet you!   

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.  

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you’re looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you’ll find it here. 

 

About the job   

As a  Principal, Customer Success Delivery Manager (CSDM), you will: 

• Ensure exceptional service by building strong, lasting customer relationships based on trust and transparency.
• Champion and advocate for the customer experience, acting as the voice of the customer.
• Ensure timely delivery of customer ecosystems through effective management of delivery projects.
• Validate and confirm customer requirements and prerequisites for cloud services.
• Provide real-time management of assigned enterprise accounts to help customers achieve their business goals using SAS technologies and managed application services.
• Be accountable for customer Service Level Agreements, including managing critical situations that may arise 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 beyond regular business hours.
• Conduct regular health checkpoints with customers to ensure they are achieving their desired outcomes from managed application services.
• Proactively address and escalate urgent issues or concerns throughout the customer lifecycle with SAS.

Required Qualifications 

• 12+ years of experience in one or more of the following areas: Managed Cloud Services, Strategic Account Management, Customer Success Management, Strategic Project Management, Consulting, or related role experience. Experience in multiple vertical markets preferred.
• Bachelor's degree technical certification(s) preferred but not required.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
• Bulleted list of minimum essential requirements 
• Advanced ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries
• Expert negotiation skills to manage customer expectations and complex customer interactions
• Superior ability to conceptualize client needs and translate into specific support activities
• Ability to effectively communicate with and present to C-level executives
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications 

• 5-7 nice-to-haves. You may not have anything for this section, and that’s OK
• Having broad expertise or unique knowledge, uses skills to contribute to the development of company objectives and principles and to achieve goals in creative and effective ways
• Ability to work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. 
• Ability to exercise independent judgment in selecting methods, techniques and evaluation criteria for obtaining results. 
• Ability to serve as a trusted advisor, understanding client needs, and delivering innovative solutions.
• Proven expertise in leading the planning, execution, and management of complex client programs, ensuring timelines, budgets, and quality standards are met.

World-class benefits   

Highlights include... 

• 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. 
• 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 

 

Diverse and Inclusive