Senior Technical Support Account Manager

Senior Technical Support Account Manager - Hybrid, Tokyo

 

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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 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 

• Proactively communicate 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 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.  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. 

• 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. 

• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do. 

  

Required qualifications 

• 5 years of technical sales, systems engineering, project management, applications development and/or customer support. Experience in at least one vertical market preferred. 5 Years of hands-on experience SAS. 

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

• Japanese and English language proficiency is a must to have. 

• 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. 

• Has a proven understanding of corporate account business needs and 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. 

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

• An equivalent combination of related education, training, and experience may be considered in place of the above qualifications. 

 

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