Principal Cloud Services Delivery Manager- Remote

Job Description

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   

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. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.  

Additional Information   

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice. 

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process. 

SAS only sends emails from verified “sas.com” 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 Recruitingsupport@sas.com. 

SASCLOUD

#SAS