Senior Technical Support Account Manager

Job Summary

The Senior Technical Support Account Manager provides post-sales support for SAS enterprise software and solutions, acting as a customer advocate and escalation point. This role involves coordinating across SAS divisions to ensure customer success throughout the lifecycle.

Responsibilities

• Serve as a strategic technical advisor for SAS support activities to customers.
• Communicate proactively and clearly with customers and SAS experts during issue resolution, documenting all case details and providing status updates.
• Manage expectations and coordinate problem escalations, including outside business hours for critical issues, following Standard Operating Procedures.
• Develop and maintain knowledge of SAS products and business domains to help customers identify risks and mitigation strategies.
• Collaborate with internal and external stakeholders, acting as a customer advocate and sharing relevant account information.
• Identify new sales opportunities for software or services and contribute to proposals for support services.
• Lead and implement special projects to support Technical Support and other teams.
• Ensure compliance with security policies and processes related to secure software development.

Requirements

• At least eight years of relevant experience in software support or related design leadership.
• Bachelor’s degree in Computer Science, Engineering, or a related quantitative or industry domain.
• Proficiency in English and Arabic for client interactions.
• Strong communication and presentation skills for diverse audiences.
• In-depth knowledge of the support industry.
• Ability to contribute creatively and effectively to company objectives.
• Willingness to travel as required by business needs.
• Excellent organizational and problem-solving skills.
• Equivalent combinations of education, training, and experience may be considered.

What the company offers

• Housing allowance
• Schooling allowance
• Medical insurance
• Life insurance

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