Strategic Enterprise Tech Support Lead

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

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