Cloud Services Delivery Manager

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**Cloud Services Delivery Manager - Hybrid**
**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**
The Cloud Services Delivery Manager is part of a team of specialized SAS Cloud professionals who work with external customers to ensure that the SAS solutions meet and evolve with their business needs.
They possess knowledge of the unique cloud industry best practices, and current and future SAS services and work closely with an extended network of SAS professionals in Product Management, Research and Development, Technical Support, SAS Cloud, and Professional Services in support of their customers.
They own the SAS Cloud Customer Experience and are accountable for ensuring that customers can achieve their desired business outcomes from their SAS Cloud investment.
**As a**
**Cloud Services Delivery Manager**
**, you will**:
- Champions and advocates for the customer experience (voice of the customer).
- Serves as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.
- Builds and maintains strong, long-lasting customer relationships built on trust and transparency.
- Partners 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, partners 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.
- Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
-Provides expertise in ITIL processes to manage customer service delivery and support.
- Applies critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
- Manages customer budgets, ensuring profitability.
- Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement.
- Identifies and implements process improvements based on a data driven approach.
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- Tracks all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary
**Required Qualifications**
- You're curious, passionate, authentic and accountable.
These are our values and influence everything we do.
- Excellent communication skills- Ability to work well under pressure- Equivalent combination of education, training and experience may be considered in place of the above qualifications.
- Ability to establish and maintain strong customer relationships- Experience in presenting to end users- Ability to work independently and as part of a team- Aptitude to learn and understand technical concepts, structures, requirements, environments, etc.- Understanding of Information Technology Infrastructure Library (ITIL) processes and principles- Aptitude to learn and understand Extract, Transfer, Load (ETL) methodologies- Skill in developing, tracking, and presenting customer experience metrics up to executive levels- Excellent problem solving, organizational, decision-making written, oral and interpersonal skills- Ability to conceptualize client needs and translate into specific support activities- Clear understanding of service models and strategies- Negotiation skills to manage customer interactions- Ability to effectively communicate with and present to C-level executives- Understanding of managed service delivery models, SAS products, and applicable industry/verticals- Demonstrated ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries
- Bachelor's degree or technical certification(s) preferred but not required
**Benefits Highlights**
- Flexible working hours / Hybrid working model.
- Top class health and dental insurance, wellness program, language education support with GoFluent.
- Your well-being matters, and that's why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.
**Diverse and Inclusive**
At SAS, it's not about fitting into our culture - it's about adding to it.
We believe our people make the difference.
Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
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