Cloud Services Delivery Manager
SAS
full-time
Posted on:
Location Type: Hybrid
Location: Ottawa • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- 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.
- Provides real-time management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.
- 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.
- Accountable for contractual budget management, ensuring profitability.
- Identify and implement process improvements based on a data driven approach.
- Communicate with internal stakeholders creating awareness and visibility into issues impacting customer health.
Requirements
- Language Requirement: This role requires fluency in English.
- Additional proficiency in French is strongly preferred and will be considered an asset.
- Security Clearance Requirement : Candidates must be eligible to obtain Canadian government security clearance and maintain the clearance throughout their employment as they will work in a protected space.
- At least 5 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.
- Provides input into the design and documentation of internal processes and drives innovation.
- Leads complex meetings with a broad range of customers, internal teams, and/or industry personnel.
- Prevents issues before they arise with proactive planning and regularly scheduled cloud service reviews - proactively manages stakeholders to prevent or minimize escalations.
- Serves as a mentorship resource or subject matter expert to other team members.
- 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.
Benefits
- Comprehensive medical, prescription, dental and vision plans and a health care spending account.
- Short- and long-term disability plans.
- Group RRSP matching program.
- Gym membership and fitness equipment reimbursement.
- Generous time away including vacation time, a variety of paid holidays, volunteer time off and unlimited sick days.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service account managementcustomer success managementconsultingdata driven approachroot cause analysiscontractual budget managementprocess improvementsperformance measurementcloud service reviewsproject management
Soft skills
customer experience advocacycritical thinkingcommunicationrelationship buildingmentorshipcollaborationproactive planningissue resolutionstakeholder managementinnovation
Certifications
Bachelor’s degree in Computer ScienceCanadian government security clearance