Sr Technical Support Account Manager

Job Locations NL-Huizen
Requisition ID
20049773
Job Category
Technical Support
Travel Requirements
None

Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?” 

 

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless. 

 

What we do  

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live. 

 

What you’ll do

We’re looking for a Senior Technical Support Account Manager to provide post-sales support across enterprise-class SAS business software applications and/or solutions for strategic customers as assigned. 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 contribute as a stakeholder to the success of the customer’s relationship with SAS.

 

You will:

  • Act as a strategic technical advisor to customers on SAS support related activities
  • Proactively communicate carefully and effectively with customer and experts across SAS during the problem resolution process. Accurately document and specifies 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-ordinate SAS resources as required to deliver support services.  Often perform these duties under pressure where decisions have a significant business impact for SAS and/or customers.
  • Routinely 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.  Helps 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.
  • Keep abreast of other vendors’ products. Advise users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products.  Contact vendors to report problems and obtain information.
  • Collaborate with experts across technical support departments, SAS divisions, and partners when necessary. Keep internal and external stakeholder groups informed of problems, suggestions and general comments and concerns related to the software, the business domain, and the account, as appropriate.  Act as an advocate for the customer.
  • Identify and shares account intelligence with sales account teams, identifying new software or services sales opportunities. Contribute to the proposal definition and sales of new support service opportunities. Solicit feedback on technical support services.
  • Suggest, manage, and implement special projects to assist Technical Support, users, or other teams.

 

What we’re looking for

  • Strong working knowledge of SAS products and their applications or specialized products related to the assigned customer
  • Excellent organizational skills, ability to communicate clearly
  • Has an understanding of corporate account business needs and knowledge of the support industry
  • Effectively communicate and work across departments within Technical Support to solve a problem
  • Can help determine software circumventions when fixes are not feasible
  • Dutch excellent verbal and written skills
  • You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

 

Why SAS

  • We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference. 
  • Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.

 

Additional Information:

All valid SAS job openings are located on the Careers page at www.sas.com. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at Recruitingsupport@sas.com before taking any further action.

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