Technical Support Account Manager

Technical Support Account Manager Hybrid

Nice to meet you!

We are a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence and questions into answers.

We are also a debt-free multibillion-dollar organization on our path to IPO readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and a world-class employee experience, you'll find it here.

About the job

The SAS Enhanced Support Delivery team is looking for a Technical Support Account Manager to provide enhanced post-sales support to assigned strategic customers. This role involves building a trusted relationship with the customer support team and improving the effectiveness of their interactions with SAS and Technical Support. The manager acts as an advocate for the customer across SAS and is the escalation point for high-priority issues. The role requires gaining knowledge of SAS software and solutions to guide the customer throughout their lifecycle and contribute to the success of the customer relationship with SAS. Additionally, the manager partners with the SAS account team to provide insights into customer goals and identify opportunities for SAS to grow within the customer's ecosystem.

Key responsibilities

• Serve as a strategic technical advisor to customers on SAS support activities.
• Follow Standard Operating Procedures to ensure consistent service delivery and visit customer sites as necessary.
• Proactively communicate with customers and SAS experts during problem resolution, documenting all interactions in the tracking system.
• Manage expectations and project pressures at all levels, including coordinating escalation activities and resources, even outside business hours for critical issues.
• Use SAS reporting and analytics to monitor support interactions, identify trends, and suggest solutions.
• Develop expertise in SAS and related technical and business domains to help customers understand and address their specific problems and requirements.
• Act as a customer advocate during collaboration with technical support teams and keep stakeholders informed.
• Identify and share account intelligence with sales teams, spotting new sales opportunities, and contributing to renewal negotiations and sales activities.
• Manage and implement special projects to support technical support users or other teams.

Required qualifications

Diversity and Inclusion

At SAS, we believe our people make the difference. Our diverse workforce brings unique talents and inspires teams to create innovative software reflecting our users and customers. We prioritize diversity at all levels because it’s essential to who we are. You are welcome here.

Additional information

SAS only sends emails from verified SAS addresses and never asks for sensitive personal information or money. If you doubt any communication's authenticity, please contact us.

LIMS1 #LIHYBRID

Experience

Manager

Key skills

DHCP, SQL, Active Directory, VOIP, VMware, Customer Service, Troubleshooting, Java, VPN, SharePoint, Hardware, DNS, Technical Support, Software Applications

Employment Type : Unclear

Experience : years

Vacancy : 1

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