National Technical Manager

Bluestonerecruitment; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

SAS is seeking a Senior Technical Support Account Manager to provide post-sales support for enterprise-class SAS software across strategic customers. The role acts as an advocate and escalation point, coordinating with SAS divisions throughout the customer lifecycle.

You will advise customers on SAS support activities, communicate updates during resolution, manage expectations, and coordinate resources to deliver services while expanding product knowledge and risk mitigation strategies.

Qualifications

• 5 years' experience in technical sales, systems engineering, project management, or customer support.
• Bachelor's degree in Business, Computer Science, or related field.
• Expert knowledge of SAS products and their applications or specialized products related to the assigned customer.

Responsibilities

• Act as a strategic technical advisor to customers on SAS support related activities.
• Proactive communication with customer and SAS experts during problem resolution; document status and provide updates.
• Manage internal/external expectations and project pressures, including escalation activities and communications.
• Co-ordinates SAS resources as required to deliver support services.
• Develop knowledge of SAS to help customers understand risks and mitigation strategies.

Skills

Technical sales

Systems engineering

Project management

Customer support

SAS knowledge

Communication

Education

Bachelor's degree

Tools

SAS products

Job description

Senior Technical Support Account Manager

Location: Hybrid based in Sydney or Melbourne. Full time.

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
• Follow defined Standard Operating Procedures to ensure consistent delivery of standard and services. Co-ordinates SAS resources as required to deliver support services.
• Develop knowledge of SAS and its systems to help customers understand risks, mitigation strategies and resources to reduce risk.

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.
• 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.

Why join Sonata Software?

Note: The original description contains multiple company references. This refined extract focuses on the SAS Senior Technical Support Account Manager role and aligned content; other company sections have been omitted to maintain a concise, tag-compliant description.