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About the Role

Provide post-sales support for enterprise-class SAS business software applications and solutions to strategic customers. Serve as an advocate and escalation point, acting as a liaison between SAS divisions and contributing to customer relationship success.

Responsibilities

Act as a strategic technical advisor to customers on SAS support related activities.
Proactively communicate with customers and internal experts during problem resolution.
Accurately document and specify information in the tracking system throughout the entire track lifecycle.
Provide status updates for all outstanding issues.
Set and manage internal and external expectations and project pressures at all levels of technical and business management.
Coordinate and manage problem escalation activities and communications, including outside business hours for critical issues.
Follow defined Standard Operating Procedures to ensure consistent delivery of standard services.
Coordinate SAS resources as required to deliver support services.
Perform duties during critical business moments, balancing multiple priorities and collaborating with stakeholders.
Build knowledge of SAS and specialized technical and business domain knowledge.
Apply expertise in multiple areas of the SAS system to help customers understand and 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.
Develop and maintain knowledge of the broader technology ecosystem.
Help customers understand how SAS solutions fit within their existing environments and work with other vendors' products.
Collaborate with technology partners to troubleshoot issues and gather product information.
Ensure all applicable security policies and processes are followed.

Requirements

5 years' experience in technical sales, systems engineering, project management, applications development, or customer support.
Hands-on experience in SAS is preferred.
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.
Solid understanding of corporate account business needs.
Knowledge of the technical support function.
Demonstrated ability to leverage specialized knowledge and creative problem-solving skills.
Proven ability to deliver presentations to various audiences.
Strong communication skills in English.
Equivalent combination of related education, training, and experience may be considered.

Skills

Data and AI
SAS business software applications
Technical advisory
Communication
Problem resolution
Project management
Technical sales
Systems engineering
Applications development
Customer support
SAS products
Corporate account business needs
Presentation delivery

Location

Sydney
Melbourne

Work Type

Hybrid

Experience Level

Senior

Education Level

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

About the Company

We’re a leader in data and AI, inspiring customers worldwide to transform data into intelligence and questions into answers.
We offer a dynamic, fulfilling career with flexibility and a world-class employee experience.
Recognized globally for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.
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.
At SAS Australia, we have a vision of empowerment and equitable opportunity for all Aboriginal and Torres Strait Islander peoples and commit to building reconciliation through SAS’s technology and people.
We welcome First Nations applicants.

Equal Opportunity

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.
At SAS Australia, we have a vision of empowerment and equitable opportunity for all Aboriginal and Torres Strait Islander peoples and commit to building reconciliation through SAS’s technology and people and we welcome First Nations applicants.