SAS has a great opportunity for a Senior Technical Support Account Manager. The successful candidate will provide post-sales support across enterprise-
class SAS business software applications & / or solutions for strategic customers. Serves as an advocate & escalation point acting as a liaison between all SAS divisions.
In addition, provide guidance during customer life-cycle, & contribute as a stakeholder engaging relationships across all divisions.
This is an on-site role based in Marlow Buckinghamshire, working as part of a team.
Flexibility to travel across UK is a requirement of position
Acts as a strategic technical adviser to customers on SAS support related activities
Proactively communicates with customer & experts across SAS during the problem resolution process. Accurately documents and specifies information in the tracking system, providing status updates over the entire life cycle
Consistently sets and manages 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). Follows defined Standard Operating Procedures to ensure consistent delivery of standard and services.
Co-ordinates SAS resources as required to deliver support services. Often performs these duties under pressure where decisions have a significant business impact for SAS and / or customers
Routinely builds 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.
Applies 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.
Helps customer understand where risks exist, suggest strategies for mitigation, and recommend resources to help reduce risk.
Facilitates the timely and sufficient resolution of all customer issues and requests. Works remotely or on customer site as necessary to deliver the services
Keeps abreast of other vendors’ products. Advises users how SAS software offerings compete, and / or how to most effectively use SAS in conjunction with the vendors’ products.
Contacts vendors to report problems and obtain information.
Collaborates with experts across technical support departments, SAS divisions, and partners when necessary. Keeps 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.
Acts as an advocate for the customer
Identifies and shares account intelligence with sales account teams, identifying new software or services sales opportunities.
Contributes to the proposal definition and sales of new support service opportunities. Solicits feedback on technical support services.
Suggests, manages, and implements special projects to assist Technical Support, users, or other teams
Takes an increasingly active role in product, solution, or platform direction
Is recognized within Technical Support as an expert in their area
Takes initiative by suggesting, managing and / or implementing special projects to improve the level of support offered by the entire Technical Support Division.
Proactively seeks opportunities to improve whole product support
Makes contributions to the Division as a whole
Acts as a positive role model for others in their department and division. Diplomatically handles issues with customers by working within and across departments and divisions.
Demonstrates leadership within their department and the Technical Support Division.
Demonstrates leadership within the division. Supports and leads global Technical Support initiatives
Anticipates needs (e.g. training or documentation) within their department or the Technical Support Division as a whole and takes action to meet those needs
Provides guidance and input to others on how to handle escalations. Can manage expectations at all levels of business.
Manages multiple escalations simultaneously
Sphere of Influence : Division-wide
Knowledge, Skills and Abilities
Expert knowledge of SAS products and their applications or specialized products related to the assigned customer
Excellent organizational skills, ability to communicate clearly, strong problem resolution skills
Project Management skills
Service Delivery or Service Delivery Management experience supporting SAS environments
ITIL experience will be beneficial but not mandatory
12+ years strong SAS experience in technical Implementation, Consultancy or Support roles
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. Achieve goals in creative and effective ways
Ability to deliver education or presentations to various audiences including colleagues, customers, and industry experts
Strong SAS technical background with focus on Platform / Environment Management highly desirable
Excellent customer relationship management skills
Strong problem resolution & conflict management skills
Strong escalation management skills with ability to work under pressure
Consistently sets and manages internal and external expectations, updating project pressures across technical & business areas
Co-ordinates SAS resources as required to deliver support services
Helps customer understand where risks exist, suggest strategies for mitigation & recommend resources to help reduce risk
Collaborates with experts across technical support departments, SAS divisions, and partners when necessary
Must be a UK resident of minimum 5 years
Willing to travel anywhere in the UK for various periods
SC Clearance would be ideal but candidates must be willing to be security cleared to work on Public Sector engagements like HMRC
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