Senior Technical Support Account Manager

: **Senior Technical Support Account Manager -** **German speaker** **Senior Technical Support Account Manager** **- Hybrid** We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more. **About the job** As a Senior Technical Support Account Manager you will be part of our TSAM team that supports a portfolio of strategic customers across Germany, Austria, Switzerland and the broader region, combining strong SAS technical expertise with proactive customer engagement. The team includes experienced TSAMs, working on complex SAS 9 and Viya environments, upgrades, security topics and critical support cases. Their role goes beyond case management: they build long-term relationships with customers, coordinate Technical Support and R&D when needed, and help customers get maximum value from their Enhanced Support engagement **As a Senior Technical Support Account Manager, you will:** * Act as a strategic technical advisor to customers on SAS support related activities and support highly complex and varied portfolio of SAS solutions with global footprints that may require co-ordination of global resources for engagement outside of normal business hours. Support customers on environment on multiple platforms including On Premise and Public and Private Clouds. * Follow, and contribute to the ongoing development of defined global processes to ensure consistent delivery of services, working remotely or on customer site as necessary. Proactively communicate with customer and experts across SAS during the problem resolution process, accurately documenting information in the tracking system during the entire track life cycle. Apply expertise to help customers understand and solve their specific business problems and unique requirements. * Develop SAS analytics to review historical support interaction data and proactively identify trends and suggest solutions such as workshop and training opportunities. * Proactively communicate carefully and effectively with customer and experts across SAS during the problem resolution process. Accurately document and specify information in the tracking system during the entire track life cycle. Provide status updates for all outstanding issues. * Keep abreast of other vendors’ products. Advise users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products. Contact vendors to report problems and obtain information. * You’re curious, passionate, authentic and accountable. These are our values and influence everything we do. **Work Location(s)**: Berlin, Frankfurt/Munich