Cloud Service Delivery Manager (日本語必須)
What is a Cloud Service Delivery Manager:
The Cloud Services Delivery Manager is part of a team of specialized SAS Cloud professionals who collaborate with external customers to ensure that the SAS solutions align and evolve with their business requirements. They possess expertise in cloud industry best practices, current and future SAS services, and collaborate closely with a network of SAS professionals across various departments to support their customers. The primary focus is on enhancing the SAS Cloud Customer Experience and ensuring customers achieve their desired business outcomes from their SAS Cloud investment.
What We Do:
- At SAS, we are leaders in analytics, dedicated to inspiring customers globally to convert data into valuable insights. Our culture of curiosity drives innovation, pushing boundaries, challenging conventions, and reshaping the way we operate.
- The SAS Cloud team provides Hosted and Remote SAS Solutions through a network of cloud providers worldwide. This global team collaborates closely with regional service delivery Centres of Excellence and global resource hubs to ensure exceptional customer experiences for all SAS Cloud users.
- Join the CIS business unit at SAS and be part of an exciting journey.
What You'll Do:
- Champion and advocate for the customer experience by understanding their needs.
- Manage assigned enterprise accounts in real-time to help customers achieve their business objectives using SAS technologies.
- Create Customer Success Plans tailored to customer-defined outcomes and quantify business benefits obtained from SAS software and services.
- Act as a 'connector' to engage cross-functional teams within SAS to meet customer requirements.
- Establish and nurture strong customer relationships based on trust and transparency.
- Collaborate with the sales team to expand business opportunities and drive customer renewals.
- Identify and capitalize on growth opportunities within customer accounts.
- Manage customer Service Level Agreements and handle critical situations effectively.
- Monitor a diverse portfolio of solutions and application services, ensuring customer satisfaction.
- Conduct regular health assessments of managed application services to ensure desired outcomes are met.
- Provide expertise in ITIL processes for effective customer service delivery and support.
- Apply critical thinking to resolve service issues promptly and ensure continuous improvement.
- Manage customer budgets to ensure profitability.
- Offer feedback on products, performance, costs, and customer experience for service enhancement.
- Implement process improvements based on data-driven insights.
- Monitor hosting capacity and performance, recommending optimizations for optimal service delivery.
- Keep track of customer issues, providing timely updates and resolutions.
Required Qualifications
- Fluency in Japanese and business-level English.
- Bachelor's degree or relevant technical certification(s) preferred.
- Experience in a customer support role is typically required.
- Foundational Cloud Knowledge (Azure, AWS, GCP, etc.) preferred.
- The role is based in Tokyo, Japan.
Preferred Qualifications
- Experience in Banking, Finance, or Healthcare is advantageous.
- Previous roles as a Service Delivery Manager, Problem Manager, or Customer Manager are beneficial.
- Ability to build and maintain strong customer relationships.
- Experience in presenting to end users.
- Understanding of managed service delivery models and relevant industry trends.
- Skilled in influencing, collaborating, and directing work across functional teams.
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