Sr Technical Support Account Manager

Senior Technical Support Account Manager - Hybrid, Sao Paulo Brazil

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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 Account Manager you will:

• Act as an strategic technical advisor to customers on SAS support related activities.

• Proactively communicate carefully and effectively with customer 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.

Required qualifications

• Advanced English, Spanish and Portuguese for client interaction.

• Strong communication skills.

• 7-8 years of experience in a leadership role.

• Excellent organizational skills and strong problem resolution 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.

• Travel as business requirements dictate at management discretion.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Knowledge of SAS products and their applications.

• Strong conceptual abilities.

• Creativity and project management skills.

• Technical account management skills.

• Ability to take initiative by suggesting, managing and/or implementing special projects to improve the level of support offered by the entire Technical Support Division.

• Ability to act as a positive role model for others in their department and division.

• Ability to diplomatically handle issues with customers by working within and across departments and divisions.

• Ability to anticipate needs (e.g. training or documentation) within their department or the Technical Support Division as a whole and takes action to meet those needs.

• Ability to provide guidance and input to others on how to handle escalations. Can manage expectations at all levels of business. Manages multiple escalations simultaneously.

Benefits Highlights

• Flexible working hours / Hybrid working model.
• Top class health and dental insurance, wellness program, language education support with GoFluent.
• Your well-being matters, and that's why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.
• Paid holidays and end-of-year holiday break

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. 

Additional Information:

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