Senior Technical Support Account Manager

SAS Institute; Riyadh; On-site; SAR 220,000 - 360,000; Full time

Benefits offered by this job

Housing allowance

Schooling allowance

Medical Insurance

Life Insurance

Job summary

SAS Institute is seeking a Senior Technical Support Account Manager to provide post-sales support for enterprise SAS software across strategic customers. You will advocate for the customer, coordinate SAS resources, and guide issue resolution from case creation to closure, while maintaining strong relationships with SAS divisions.

You will act as a technical advisor, communicate effectively during problem resolution, document case details, and manage expectations with business and technical

Qualifications

• Minimum of eight years of experience in software support.
• Bachelor's degree in Computer Science, Engineering or related quantitative field.
• Advanced English and Arabic for client interaction.
• Strong communication skills.
• Travel as business requirements dictate.

Responsibilities

• Act as a strategic technical advisor to customers for SAS support activities.
• Proactively communicate with customers and SAS experts during problem resolution.
• Document and specify information in the case management system throughout the lifecycle.
• Provide status updates for outstanding issues and manage expectations and timelines.
• Coordinate SAS resources to deliver support services and manage escalations as needed.
• Act as an advocate for the customer and share account intelligence with sales teams.

Skills

Decision making

Communication

Influencing

Education

Bachelor's degree in Computer Science, Engineering or related quantitative field

Job description

About the job

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 contribute as a stakeholder to the success of the customer s relationship with SAS

As a Senior Technical Support Engineer you will

Act as a strategic technical advisor to customers for SAS support related activities Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process Accurately document and specify information in the case management system during the entire case 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 standards and services Coordinate 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 Help customers 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 Collaborate with experts across technical support departments SAS divisions and partners when necessary 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 Act as an advocate for the customer Identify and share account intelligence with sales account teams identifying new software or services sales opportunities Contribute to the proposal definition and sales of new support service opportunities Solicit feedback on technical support services Suggest manage and implement special projects to assist Technical Support users or other teams Ensure all applicable security policies and processes are followed to support the organization s secure software development goals Embrace curiosity passion authenticity and accountability These are our values and influence everything we do

Additional competencies

knowledge and skills

• Decision making - Identifying and understanding problems and opportunities by gathering analyzing and interpreting quantitative and qualitative information
• Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message listening actively to others
• Influencing - Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes

Benefits highlights

• Housing allowance
• Schooling allowance
• Medical Insurance
• Life Insurance

Minimum of eight years of experience in years of relevant experience in software support. Relevant experience may also include designing leadership. Bachelor s degree in Computer Science, Engineering or related quantitative field or industry domain. Advanced English and Arabic for client interaction. Strong communication skills. Has in-depth 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. Ability to deliver presentations to various audiences including colleagues, customers, and industry experts. These could include technical presentations Travel as business requirements dictate at management discretion. Excellent organizational skills and strong problem resolution skills. Equivalent combination of related education, training and experience may be considered in place of the above qualifications.