Job Description

At SAS, where you start doesn’t have to be where you end; and there is ample opportunity for internal career mobility. Whether you’re looking to grow a new skill or experience a new role, there’s no time like the present to take the next step; and we’re here to support you in your journey.

About the job

The Customer Success Operations team is looking for a Principal Customer Success Technical Architect to support the systems that enable Customer Success to excel. Primarily this is Success Hub by Gainsight on which you can expect to spend between 50% and 100%, of your time. In addition, SAS9 and SAS Viya may be used for reporting, analysis and data manipulation (ETL) purposes. Support includes technical issues such as development of new capabilities, system administration, security, data management, user interfaces and user support.

As a Principal Customer Success Technical Architect, you will:

• Provide the data & enterprise system integrations needed for efficient and effective operation of the of the Customer Success organization
• Source, transform, and produce data for consumption by enterprise systems, analytical processes, and production reporting
• Support ongoing design, development, and administration of the Success Hub by Gainsight application
• Participate in end user support and technical troubleshooting related to the Success Hub by Gainsight application
• Understand, modify, and maintain existing ETL processes and systems supporting Customer Success
• Scope and define work effort, support resource planning and provide work estimates on technical aspects of CS Operations projects
• Provide reliable delivery of targeted project results through role as expert in the application of specific SAS methodologies and technologies
• Participate in product and solution training to acquire and maintain a detailed level of knowledge of core components of CS Operations' technical portfolio
• Understand, utilize and communicate best practice methodologies and industry standards

Role Competencies:

• Continuous Learning: Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
• Building Trusting Relationships: Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
• Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
• Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Problem Solving: Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. 
• Influencing: Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Required qualifications:

• 12 years of experience in a technical consulting or architecture role.
• Education: bachelor’s degree, preferably in Business, Computer Science, or related field.
• Must have thorough knowledge of industry standards, methodologies and SAS foundation technologies, architecture, and resources.
• Should have clear understanding of data warehousing concepts and best practices – including modeling and design of data structures for analysis and reporting.
• Experience working as a data provider/facilitator with SAS enterprise data, including GIDB, Orion, and CDHUB
• Experience with the design, build, troubleshooting, and maintenance of production ETL processes
• Experience with SAS9 usage and administration
• Experience with SAS Viya usage and administration
• Experience with REST API interfaces
• Excellent problem solving, organizational, decision-making, written /oral communication, and interpersonal skills.

Preferred qualifications

• Experience with Microsoft Power Platform, Dataverse, and Graph APIs
• Experience with the Gainsight application
• Functional Linux skills
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

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.

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