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About the Role

Provide post-sales support for enterprise-class SAS business software applications and/or solutions for strategic customers. Serve as an advocate and escalation point for the customer, acting as a liaison between SAS divisions. Provide input and guidance throughout the customer lifecycle and contribute to the success of the customer's relationship with SAS.

Responsibilities

• Act as a strategic technical advisor to customers on SAS support related activities.
• Proactively communicate with customers and SAS experts during problem resolution.
• Accurately document and specify information in the tracking system.
• Provide status updates for all outstanding issues.
• Set and manage internal and external expectations and project pressures.
• Coordinate and manage problem escalation activities and communications.
• Follow defined Standard Operating Procedures to ensure consistent delivery of standard and services.
• Coordinate SAS resources as required to deliver support services.
• Build knowledge of SAS and specialized technical and business domain knowledge.
• Apply expertise in multiple areas of the SAS system to help customers solve business problems.
• Help customers understand risks, suggest mitigation strategies, and recommend resources.
• Facilitate the timely and sufficient resolution of all customer issues and requests.
• Work remotely or on customer site as necessary to deliver services.
• Advise users how SAS software offerings compete with other vendors' products.
• Contact vendors to report problems and obtain information.

Requirements

• 5 years of technical sales, systems engineering, project management, applications development and/or customer support.
• Experience in at least one vertical market preferred.
• 5 Years of hands-on experience with SAS.
• Japanese and English language proficiency is a must.
• Expert knowledge of SAS products and their applications or specialized products related to the assigned customer.
• Excellent organizational skills.
• Ability to communicate clearly.
• Strong problem resolution skills.
• Proven understanding of corporate account business needs.
• 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.
• An equivalent combination of related education, training, and experience may be considered.

Skills

• Technical Sales
• Systems Engineering
• Project Management
• Applications Development
• Customer Support
• SAS
• Japanese Language Proficiency
• English Language Proficiency
• Organizational Skills
• Communication Skills
• Problem Resolution Skills
• Presentation Skills

Location

• Tokyo

Work Type

• Hybrid

Experience Level

• Senior

Education Level

• Bachelor's degree, preferably in Business, Computer Science, or related field.

About the Company

• A leader in data and AI, inspiring customers worldwide to transform data into intelligence and questions into answers through software and services.
• Recognized globally for an inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, and Newsweek.