Senior Technical Support Account Manager

Senior Technical Support Account Manager

Hybrid | Based in Sydney or Melbourne

 

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If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

 

About the job

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

  

As a Senior Technical Support Account Manager, you will:· 

• Act as a strategic technical advisor to customers on SAS support related activities

• Proactive in communicating carefully and effectively with customer and experts across SAS during the problem resolution process. Accurately document and specify 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-ordinates SAS resources as required to deliver support services. Often perform these duties during critical business moments, balancing multiple priorities and collaborating with stakeholders to deliver positive outcomes for SAS and our customers. 

• Constantly 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.  Help 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.

• Develop and maintain knowledge of the broader technology ecosystem. Help customers understand how SAS solutions fit within their existing environments and work effectively alongside other vendors’ products. Collaborate with technology partners as needed to troubleshoot issues and gather relevant product information.
• 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:

• 5 years' experience in technical sales, systems engineering, project management, applications development or customer support. Hands-on experience in SAS will be preferred.

• Bachelor's degree, preferably in Business, Computer Science, or related field.

• Expert knowledge of SAS products and their applications or specialized products related to the assigned customer.

• Excellent organizational skills, ability to communicate clearly, and strong problem resolution skills.

• Solid understanding of corporate account business needs and knowledge of the technical support function.

• Demonstrated ability to leverage specialised knowledge and creative problem-solving skills to contribute to business goals and deliver meaningful outcomes.
• Proven ability to deliver presentations to various audiences including internal stakeholders, customers, and industry experts.
• Strong communication skills in English.
• Equivalent combination of related education, training, and experience may be considered in place of the above qualifications. 

 

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. 

At SAS Australia, we have a vision of empowerment and equitable opportunity for all Aboriginal and Torres Strait Islander peoples and commit to building reconciliation through SAS’s technology and people and we welcome First Nations applicants. Please see our Reconciliation Action Plan for more information.

 

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 [email protected].

 

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