Senior Technical Support Account Manager

 

 

 

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  About the job As a Senior Technical Support Account Manager you will be part of our TSAM team that supports a portfolio of strategic customers across Germany, Austria, Switzerland and the broader region, combining strong SAS technical expertise with proactive customer engagement. The team includes experienced TSAMs, working on complex SAS 9 and Viya environments, upgrades, security topics and critical support cases.  Their role goes beyond case management: they build long-term relationships with customers, coordinate Technical Support and R&D when needed, and help customers get maximum value from their Enhanced Support engagement    As a Senior Technical Support Account Manager, you will:

• Act as a strategic technical advisor to customers on SAS support related activities and support highly complex and varied portfolio of SAS solutions with global footprints that may require co-ordination of global resources for engagement outside of normal business hours. Support customers on environment on multiple platforms including On Premise and Public and Private Clouds.

• Follow, and contribute to the ongoing development of defined global processes to ensure consistent delivery of services, working remotely or on customer site 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. Apply expertise to help customers understand and solve their specific business problems and unique requirements.

• Develop SAS analytics to review historical support interaction data and proactively identify trends and suggest solutions such as workshop and training opportunities.

• 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.

• 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.   

  Work Location(s): Berlin, Frankfurt/Munich, Germany   Required qualifications 

• Minimum of eight years of 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.
• German 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. 

 

• 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.
• 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.

 

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. 

 

 

SAS is an equal opportunity employer. To qualify, applicants must be legally authorized to work in Germany, and should not require, now or in the future, sponsorship for employment visa status. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Job level will be determined based on the applicant's education, skills, and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.  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.  Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.   #LI-HYBRID #LI-MS1