Senior Technical Support Account Manager
Core
Strategic technical advisor supporting complex SAS 9 and Viya environments for enterprise customers in DACH region, coordinating global resources and driving value from Enhanced Support engagements.
Role type
Senior Technical Support Account Manager (Strategic IC)
Builds
Long-term customer relationships and successful resolution of critical support cases across On-Premise and Cloud platforms.
Domain
Data Analytics / Enterprise Software Support
Deliverable
client delivery
Required skills
SAS product expertise, complex problem resolution, strategic account management, cross-functional coordination, data analysis for support trends, vendor management
Preferred skills
Experience with cloud environments, presentation skills, knowledge of competing vendors
Technologies
SAS 9, SAS Viya, On-Premise, Public Cloud, Private Cloud
Responsibilities
Act as strategic technical advisor for highly complex SAS solutions; coordinate global resources for engagement outside normal business hours; proactively communicate with customers and internal experts during problem resolution; develop SAS analytics to identify support trends and suggest training; advise users on SAS vs. competitor products; document issues in tracking system throughout lifecycle.
Seniority
Senior, hands-on IC
