Senior Technical Support Account Manager

2 weeks ago

Marlow, United Kingdom SAS Full time

About the Role

The Technical Support team at SAS is seeking a highly skilled Senior Technical Support Account Manager to provide post-sales support to enterprise-class SAS business software applications and solutions for strategic customers. As a key member of the team, you will serve as an advocate and escalation point for the customer, acting as a liaison between all SAS divisions.

Key Responsibilities

  • Act as a strategic technical advisor to customers on SAS support-related activities, providing expert knowledge of SAS products and their applications.
  • Proactively communicate with customers and experts across SAS during the problem resolution process, accurately documenting and specifying information in the tracking system.
  • Consistently set and manage internal and external expectations, project pressures, and coordinate/managing problem escalation activities and communications.
  • Build knowledge of SAS and specialized technical and business domain knowledge, applying expertise in multiple areas of the SAS system to help customers understand and solve their specific business problems.
  • Collaborate with experts across technical support departments, SAS divisions, and partners, keeping internal and external stakeholder groups informed of problems, suggestions, and general comments and concerns.
  • Identify and share account intelligence with sales account teams, contributing to the proposal definition and sales of new support service opportunities.

Requirements

  • Strong communication skills and 7-8 years of experience in a leadership role.
  • Expert knowledge of SAS products and their applications or specialized products related to the assigned customer.
  • Excellent organizational skills, ability to communicate clearly, and strong problem resolution skills.
  • Ability to use unique skills to contribute to the development of company objectives and principles and to achieve goals in creative and effective ways.

Preferred Qualifications

  • Strong conceptual abilities and creativity.
  • Project management skills and technical account management skills.
  • Ability to take initiative by suggesting, managing, and/or implementing special projects to improve the level of support offered by the entire Technical Support Division.

About SAS

SAS is a leader in data and AI, inspiring customers around the world to transform data into intelligence and questions into answers. We're a debt-free multi-billion-dollar organization on our path to IPO-readiness, offering a dynamic, fulfilling career coupled with flexibility and world-class employee experience.

Benefits Highlights

  • Flexibility and Competitive Package.
  • Recreation and Fitness center offering recorded fitness classes.
  • Well-being programs to reduce stress and distractions.

Diverse and Inclusive

SAS values diversity and inclusivity, believing that 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.

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