Manager, Solution Support

Manager, Solution Support (Real Time Solutions - Fraud)

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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

We're in search of a Solution Support Manager, responsible for the Technical Support Account Management staff, helping internal and external customers who are using, administering and configuring SAS Real Time Solutions.  You will oversee the customer relationship and technical support for customers who are using or troubleshooting these SAS solutions as well as ensure the highest quality of technical support and communications for real-time decisioning needs.

As a Solution Support Manager, you will:

• Monitor the tracking system to ensure adequate responses are given in areas of responsibility within contractual Service Level Agreements. Balance priorities of team members considering customer business needs, specialized team needs, and knowledge growth.
• Conduct weekly 1-1 meetings with team members to provide:
  • Technical assistance and direction
  • Promote staff development activities
  • Conduct performance appraisals and provide regular performance feedback to direct reports
• Set and manage expectations, including escalation activities, for internal and external customers. Work with customers, staff, and other divisions to resolve problems and escalations in a timely manner.
• Interact with and provide assistance to management counterparts in other departments/teams/divisions at local and international level.
• Participate in management level conversations where applicable, including executive leadership needs.
• Collaborate with delivery and sales leadership in order to progress project activities.
• Mentor and provide training to new hires.
• These solutions follow a 24/7/365 model and there may be times when you will manage a customer escalation outside of normal business hours.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Five years or more of experience in a leadership role.
• Experience in the technical implementation of software systems and direct customer engagement.
• Excellent interpersonal, verbal, and written communication.
• Detail-oriented organizational and problem-solving skills.
• Ability to adjust approach to cultural and personality of team members and customers.

Additional competencies, knowledge and skills

• Understanding of SAS Real Time Solutions
• Ability to handle multiple, high-priority, high impact issues concurrently and adapt to changing priorities
• Ability to identify and implement changes in Technical Support policies and procedures

You are welcome here.

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. 

Additional Information:

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