Senior Technical Support Account Manager

The Global Technical Support team is looking for a Senior Technical Support Account Manager who will provide post-sales support across enterprise-class SAS business software applications and/or solutions for strategic customers as assigned and serve as an advocate and escalation point for the customer acting as a liaison between all SAS divisions. Provide input and guidance during the customer lifecycle and contributes as a stakeholder to the success of the customer’s relationship with SAS.

As a Senior Technical Support Account Manager, you will: ·

• Act as a strategic technical advisor to customers on SAS support related activities

• Proactive in communicating carefully and effectively with customer and experts across SAS during the problem resolution process. Accurately document and specify information in the tracking system during the entire track life cycle. Provide status updates for all outstanding issues.

• Consistently set and manage internal and external expectations and project pressures at all levels of technical and business management including coordinating/managing problem escalation activities and communications (outside business hours for business-critical problems as appropriate). Follow defined Standard Operating Procedures to ensure consistent delivery of standard and services. Co-ordinates SAS resources as required to deliver support services. Often perform these duties during critical business moments, balancing multiple priorities and collaborating with stakeholders to deliver positive outcomes for SAS and our customers.

• Constantly build knowledge of SAS and specialized technical and business domain knowledge with an understanding of the business problems that are addressed by SAS applications and/or solutions. Apply expertise in multiple areas of the SAS system to help customer understand and solve their specific business problems, vision of business solutions, unique requirements, and operational capabilities and limitations. Help customer understand where risks exist, suggest strategies for mitigation, and recommend resources to help reduce risk. Facilitate the timely and sufficient resolution of all customer issues and requests. Work remotely or on customer site as necessary to deliver the services.

• Develop and maintain knowledge of the broader technology ecosystem. Help customers understand how SAS solutions fit within their existing environments and work effectively alongside other vendors’ products. Collaborate with technology partners as needed to troubleshoot issues and gather relevant product information.

• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.

• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.