Senior Technical Support Account Manager - Saudi Arabia, Riyadh

Senior Technical Support Account Manager

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About the job

The 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 contribute as a stakeholder to the success of the customer’s relationship with SAS.

As a Senior Technical Support Account Manager, you will:

• Act as an 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 specify information in the case management system during the entire case 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 standards and services. Coordinate 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. Help customers 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. 

• 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 share 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.

• 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. 

Required qualifications

• Minimum 7 years of relevant experience in software support. Relevant experience may also include designing leadership.

• Advanced English and Arabic for client interaction.

• Strong communication skills.

• Excellent organizational skills and strong problem resolution skills.

• Has in-depth knowledge of the support industry.

• Ability to use unique skills to contribute to the development of company objectives and principles and to achieve goals in creative and effective ways.

• Ability to deliver presentations to various audiences including colleagues, customers, and industry experts.

• Travel as business requirements dictate at management discretion. 
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Decision making - Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information. 
• Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message, listening actively to others. 
• Influencing - Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes. 

Benefits highlights

• Housing allowance
• Schooling allowance
• Medical Insurance
• Life Insurance

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

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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