Senior Cloud Services Delivery Manager

1 week ago

Ottawa, Canada SAS Full time
p>Senior Cloud Service Delivery Manager -Hybrid | Ottawa, Canada The Senior Cloud Service Delivery Manager (CSDM) 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 Customer Success, 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.Act as a Primary Point of contact for SAS Cloud Customer to drive time to value and ensure optimal customer experience and value realization Champion and advocate for the customer experience (voice of the customer) - provide a white glove service by establishing strong, long-lasting customer relationships built on trust and transparency.Ensure timely delivery of customer ecosystems by effectively leading delivery projects.Provide real-time management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.Be accountable for customer Service Level Agreements, including critical situation management which may occur 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 outside of normal business hours.Proactively manage customer lifecycle journey with SAS, provide attention and escalation for urgent issues or concerns, effectively collaborate internally to achieve desired outcomes Apply critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.Be accountable for contractual budget management, ensuring profitability.Identify and implement process improvements based on a data driven approach.Language Requirement:
Candidates must be fluent in both French and English to effectively communicate with customers.At least 8 years of service account management, customer success management, consulting, or related role experience.Bachelor’s degree in Computer Science or a related quantitative field.Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.Prevents issues before they arise with proactive planning and regularly scheduled cloud service reviews - proactively manages stakeholders to prevent or minimize escalations.Engages with customer stakeholders to collaborate on the definition of customer success criteria.Develops methods to measure and track performance against success criteria.Establishes appropriate methods to report and share customer experience performance.Proposes and leads cross functional initiatives for continual service improvement.

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