Dan Hokenson

Manager, Customer Success @SAS

Responsible for leading and developing a high-performing, expert team of Customer Success Managers (CSMs) to support the customer from pre-sales, sales, onboarding, technology adoption, and use expansion for the Americas Healthcare Accounts- Directly managed a team of 7 remote CSMs, covering 45+ Healthcare accounts at SAS- Determine equitable territory assignments; set and review performance goals and established priorities for all reporting staff. Determined optimal utilization of staff and resources to achieve Customer Success goals- Serve as an advisor and resource to team members and management in all aspects of customer relationship management skills and techniques, territory/segment management, policies and procedures, SAS software/hardware platforms, market trends and preparation of complex Customer Success Plans as needed, and formulation of resolutions and responses related to unusual complex problems and exceptions- Assumed a leadership role in collaborating with Sales Business Units, Customer Advisory, PSD, CIS, Education, Technical Support, R&D and Marketing to improve the customer experience by making suggestions for enhancements, improvements and educating their staff- Participated with CSMs and support staff in customer calls and presentations, goal identification, evaluation of account needs, and design of appropriate strategies. Attend customer follow-up meetings regularly to ensure satisfaction levels and uncover additional up/cross-sales opportunities - Monitored new staff during their initial training program period and evaluates their skills throughout the program based on training objectives; identify internal training needs and make recommendations where appropriate.