Job Title: Client Technical Lead (Career Level)
This is a global role responsible for all aspects of our hosted and remote managed SAS application environments.
You will work collaboratively with customers, analysts, developers, and implementation team members to deliver world class SAS service.
Leverage your deep technical skillset and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to production release into operations.
Partner with a SAS Cloud Customer Success Manager to work through any technical obstacles the customer may experience.
Through documentation, automation, and knowledge management, enable global teams to respond quickly and efficiently to operational incidents or any issues reported.
Collaborate with global R&D, Product, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our hosted and remote managed customer environments.
The ideal candidate will have proficiency in Japanese language to converse with our Japanese-speaking clients, fostering strong rapport and relationship, and;
Proficiency in Azure is preferred, while experience with other leading cloud platforms (AWS or GCP) is advantageous.
Proven years of experience as a technical advisor developing solutions / working with certain technologies e.g., Cloud native development, Hybrid/ multi-cloud, DevOps processes and tools, Application migration program, Hyperscaler, RH, AI, open technologies etc.
Exceptional verbal and written communication skills are essential, as this role involves extensive interaction with customers, internal teams, and stakeholders.
Strong interpersonal abilities, including the capacity to convey complex technical concepts clearly and concisely, are crucial for effective collaboration and successful project delivery.
Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
Ability to communicate directly to the product, service and technical teams share insights into root causes of client discontent advocate for features/functionality to eliminate churn drive customer satisfaction.
Entrepreneurial spirit and mindset a focus on possibilities and not obstacles.
Key Responsibilities:
- Articulate an innovative SAS technical approach/solution based on your understanding of client's business and technical needs.
- Engage with key client counterparts as technical solution/subject matter expert on SAS Cloud
- Provide a single technical leadership and ownership from project kick off through UAT and go-live, for hosted and remotely managed customer projects.
- Post go-live project consultation for major changes(upgrades migrations renewals etc.) and to help identify and resolve complex problems caused by repetitive incidents.
- Ensure that all current and future technical project requirements(tasks changes deliverables etc.) have a clearly defined scope and can be progressed by the responsible service team without issue. Mitigate any technical blocking condition that prohibits progress to drive towards success.
- Enhance operational requirements to improve system stability monitoring awareness and decrease operational burden to ensure a positive customer experience.
- Ensure SAS Cloud standards and best practices are adhered to and validated.
- Provide knowledge transfer for larger team related to their customer engagements and/or key technology areas.
- Deliver excellent Client service using a Client first and continuous improvement mindset.
- Manage monitor and maintain container-based applications deployed in cloud container services.
- Work directly with external customers and interface with other support teams and vendors.
Estimated salary range: ¥15,000,000 - ¥25,000,000 per year depending on experience and qualifications.
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