Technical Support Account Manager - Hybrid 

Technical Support Account 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

The SAS Enhanced Support Delivery team is looking for a Technical Support Account Manager to provide enhanced post-sales support to assigned strategic customers and is responsible for building a trusted relationship with the customer support team, improving the effectiveness of their interactions with SAS and Technical Support specifically. Is an advocate for the customer across SAS and escalation point for high priority issues. Consistently gain knowledge and experience of SAS software and solutions to provide input and guidance during the customer lifecycle and contribute as a stakeholder to the success of the customer’s relationship with SAS. Partner with the SAS account team supporting the customer to provide insight into customer goals and opportunities for SAS to grow within the customers ecosystem.

As a Technical Support Account Manager, you will:

• Serve as a strategic technical advisor to customers on SAS support related activities.
• Follow defined Standard Operating Procedures to ensure consistent delivery of services, visit customer sites as necessary.
• Proactively communicate with customer and experts across SAS during the problem resolution process, accurately documenting information in the tracking system during the entire track life cycle.
• 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, resources and communication (outside business hours for business-critical problems as appropriate).
• Utilize SAS reporting and analytics to monitor customer support interactions and proactively identify trends and suggest solutions.
• Develop knowledge of SAS and specialized technical and business domain knowledge, applying expertise to help customers understand and solve their specific business problems and unique requirements. Help customer understand where operational limitations and risks exist, identify strategies for mitigation, and recommend resources to help reduce risk.
• Act as an advocate for the customer during collaboration 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 related to the software, the business domain, and the account.
• Identify and share account intelligence with sales account teams, identifying new software or services sales opportunities. Contribute to the negotiation of Enhanced Support renewal for assigned customers, as well as participate in new Enhanced Support sales activities.
• Suggest, manage, and implement special projects to assist Technical Support, users, or other teams. 

Required Qualifications

• 5 years of experience in relevant experience in software support or development. Relevant experience may also include designing test cases, software consulting, or supporting complex software applications.
• Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
• Full proficiency in English and Spanish language skills.
• A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. 
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

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 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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