Technical Support Account Manager
SAS Institute Inc
ZA-Johannesburg
9d ago

Summary :

To provide post-sales support across enterprise-class SAS business software applications and / or solutions for strategic customers as assigned.

Serves as an advocate and escalation point for the customer acting as a liaison between all SAS divisions. Provides input and guidance during the customer lifecycle and contributes as a stakeholder to the success of the customer’s relationship with SAS.

Primary Responsibilities :

  • You will act as a strategic technical advisor to customers on SAS support related activities
  • You will proactively communicate effectively and articulate well, with customer and experts across SAS during the problem resolution process.
  • Accurately documents and specifies information in the tracking system during the entire track life cycle. Provides status updates for all outstanding issues.

  • You 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 .
  • 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.

  • You will 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.
  • 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.

    You will help the customers understand where risks exist, suggest strategies for mitigation, and recommend resources to help reduce risk.

  • You will facilitate the timely and sufficient resolution of all customer issues and requests. Works remotely or on customer site as necessary to deliver the services.
  • You will keep abreast of other vendors’ products.
  • You will advise 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.

  • You will be required to collaborate with experts across technical support departments, SAS divisions, and partners when necessary and 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 and act as an advocate for the customer.
  • You will identify and share 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.

  • You will suggest, manage, and implement special projects to assist Technical Support, users, or other teams.Additional Responsibilities :
  • You will interface with other groups and takes an active role in product, solution, or platform direction. Provides product supportability feedback to research and development.
  • You will take personal responsibility for supporting enterprise-class business applications or solutions, including involvement with and direction to Development, Marketing and Education.
  • You will take initiative to improve the level of support offered by their department.
  • You will make contributions to the department. Capable of representing technical support at internal meetings that discuss processes and policies.
  • You will be accountable to timeous delivery.
  • You will act as a positive role model for others in their department.
  • You will demonstrate leadership within their department.
  • Anticipate training needs and directs or performs training activities, including developing training material.
  • Manage escalations without direction from management or team lead.
  • Sphere of Influence : department
  • To be passionate and authentic in all you do.Work independently; receives minimal guidance on day-to-day work and new projects or assignments A seasoned, relentless, unafraid problem solver, experienced professional with a full understanding of area of specialization;
  • resolves a wide range of issues in creative ways. Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.

    Five to ten years of relevant experience in software support or development. Relevant experience may also include designing test cases, software consulting, or supporting complex software applications.

    Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.

    Work is typically performed in an office environment, using simple, easy muscular movements, involving only the handling of light materials, tools, or equipment in easy work positions, and with no special speed requirements or long stretches of exertion.

    Vision requirements for this job include close vision and the ability to adjust focus.

  • Physical Requirements :
  • Education :
  • Problem Solving :
  • About SAS :

    SAS believes in the whole employee experience. Meaningful work. Empowerment to make a difference that changes people’s lives.

    Dynamic work environments that foster innovation. And an award-winning culture that makes it all possible. We believe great ideas can come from anywhere.

    Whether you're a university recruit, or an experienced professional ready for the next big challenge, SAS brings perks, passion, and the potential to grow. No limits.

    Want to stay up to date on SAS culture, products and jobs?

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