At a Glance
- Tasks: Build strong relationships with UK MOD customers and drive software adoption.
- Company: Join a leading data and AI company known for its inclusive culture.
- Benefits: Enjoy a competitive salary, top-tier pension, private health, and lifestyle perks.
- Other info: Flexible hybrid work model with opportunities for career growth.
- Why this job: Make a real impact by helping customers transform data into intelligence.
- Qualifications: Experience with the MOD and knowledge of technology sales required.
The predicted salary is between 51750 - 63250 £ per year.
We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence and questions into answers. If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies and are now a strategic partner to the UK MOD under an Enterprise Agreement.
The Customer Success team is looking for a Customer Success Manager to establish and build broad relationships with our growing UK MOD customer base, to adopt and expand usage of the SAS software and solutions and to engage with other SAS resources to bring the necessary domain and experience to assist with existing implementations. You will need to be able to work 3 days a week from our client's offices MoD in Central London.
As a Customer Success Manager, you will:
- Serve as primary post-sale point of contact embedded with the customer to develop strong advocates at all levels of the organization (IT to user to Exec) that enable the Customer Success Manager to become a trusted advisor to our established and new MOD customers.
- Responsible for customer communications and conflict resolution.
- Jointly define success with customers, by understanding the problems customers are trying to solve to best manage the adoption of the software and exceed customer expectations.
- Work with other SAS stakeholders to develop a comprehensive adoption plan that includes a variety of content, events, email, social media, and innovative campaign approaches.
- Build reports and analytics to provide key business insights used for data-driven decision-making.
- Lead or assist with gathering requirements for new and ongoing projects and/or requests for supporting systems or artifacts.
- Document Customer Success Plan with customers and sales. Share plan with Sales, Professional Services, and CIS (Cloud and Information Services).
- 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.
- Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
- Embrace curiosity, passion, authenticity and accountability.
These are our values and influence everything we do.
Required qualifications:
- Previous experience of the MOD as a civil servant, in one of the services or as a reservist, coupled with experience in a similar role (business partner relationship, sales, technical) within the technology industry.
- Knowledge of how the UK MOD operates, communicates and the processes & procedures it adopts to buy, deploy and utilise data centric software.
- Good knowledge of basic sales technique, communications and organizational skills.
- Ability to work and learn independently and effectively in a military team environment.
- This role requires SC clearance. You must either hold current SC or be eligible and willing to undergo the vetting process.
- Ability to travel occasionally and to be on-site with UK MOD customers to attend their routine management events.
- Ability to work in a fast paced, high-volume sales environment.
- Knowledge of SAS products, technology, solutions and services is preferred.
- Good knowledge of Cloud technologies (Cloud Fundamentals Intermediate).
Benefits Highlights:
- Great salary, bonus and benefits: top-tier pension, private health, life assurance and lifestyle perks of your choosing.
- Our Recreation and Fitness Center offers recorded fitness classes to help you fit movement into your day.
- SAS supports your well-being with programs that reduce stress and distractions to help you stay healthy and productive.
- You are welcome here. At SAS, it’s not about fitting into our culture – it’s about adding to it.
- We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
Additional Information: SAS only sends emails from verified email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact us.
Customer Success Manager - MoD in Whitehall employer: SAS Institute
At SAS, we pride ourselves on being a leader in data and AI, offering an inspiring work environment that fosters innovation and collaboration. As a Manager in Software Localization Engineering, you will benefit from a competitive salary, flexible hybrid working arrangements, and a culture that values diversity and personal growth. Join us in Madrid or Glasgow to lead a talented team and drive the evolution of localization technologies while enjoying a supportive atmosphere that prioritises employee well-being and development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - MoD in Whitehall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SAS Institute. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SAS Institute before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - MoD in Whitehall
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SAS Institute:Your cover letter is your chance to shine! Tell us why you want to work at SAS Institute specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SAS Institute!
How to prepare for a job interview at SAS Institute
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
