Senior Global Escalation Manager - Hybrid

Senior Global Escalation Manager

Nice to meet you!

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

About the job

Our top-notch Technical Support Division seeks a Senior Global Escalation Manager, responsible for collaborating with and supporting Customers during Account Level escalations. Turning an unhappy customer into a happy customer is critical to ensuring that SAS maintains exceptional levels of customer satisfaction.

The Senior Global Escalation Manager in an individual contributor role and will be responsible for executing the Account Level escalation strategy for the customer(s) assigned. This role may require collaboration with senior leadership, including SVPs and potentially EVPs in other functional areas – Customer Success, Sales, PSD, R&D, and CIS, to ensure that each Account Level escalation results in a “One SAS” experience.

As a Senior Global Escalation Manager, you will:

• Serve as customer advocate and primary point of contact for assigned customer(s) who are experiencing Account Level escalations
• Jointly define success criteria with customer(s) and communicate to internal SAS as the voice of the customer
• Work with other SAS stakeholders to develop a comprehensive plan that will ensure a One SAS experience to the customer
• Create and deliver customer communications and conflict resolution until the escalation success criteria is achieved and the escalation is de-escalated or closed
• Provide input into the development of the Account Level Escalation Management process and protocols for the team
• Make recommendations regarding processes and/or procedures to improve efficiency
• Document and or facilitate Root Cause Analysis of Account Level escalation issues and socialize findings
• Conduct or participate in Lessons Learned evaluations to ensure gaps in processes are identified. Socialize findings with recommendations to eliminate the gaps
• Collect and analyze standard and non-standard data related to assigned escalations
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Role Competencies:

• Regularly report progress to leadership and key stakeholders via status reports, Executive meetings (internal/external reporting)
• Leverage internal knowledge of systems, processes/procedures, methodologies, and best practices to support the business
• Build relationships with internal stakeholders that demonstrate partnership, cooperation, and trust
• Accountable for ensuring measured and improved levels of customer satisfaction through the successful resolution of customer Account Level escalations.
• Champion and advocate for the customer as the liaison during the Account Level escalation experience
• All other duties as assigned
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Work Location: “Position is open to work in SAS global offices based on where the candidate is eligible to work”

Required qualifications 

• Bachelor's degree in a relevant field or relevant experience
• Minimum of eight years of experience researching, analyzing and/or reporting information related to specific area of assignment.
• Strong understanding of SAS Support processes and best practices through understanding of Sales, Customer Success, PSD, R&D & Cloud Team processes
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with clients, internal teams, and senior management
• Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions
• Strong business acumen and ability to align global support activities with broader Support & SAS Company business objectives
• Demonstrated ability to identify process optimization and recommend service improvements

Preferred qualifications

• Typically requires a minimum of eight years of experience researching, analyzing and/or reporting information related to specific area of assignment
• Excellent organizational and problem-solving skills
• Ability to manage multiple initiatives simultaneously
• Excellent negotiation, facilitation, and presentation skills
• Excellent interpersonal, written, verbal, and visual communication skills, with the ability to effectively communicate with a wide variety of audiences, including executives
• Excellent attention to detail
• Ability to perform well under pressure and produce high results with constantly changing deadlines
• Excellent knowledge of Microsoft Office Suite (especially Excel, PowerPoint, Word), MS Project, and SharePoint
• Global business perspective
• Ability to travel, as needed
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe 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. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

SAS is an equal opportunity employer. To qualify, applicants must be legally authorized to work, and should not require, now or in the future, sponsorship for employment visa status. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job level will be determined based on the applicant's education, skills, and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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