Ref: KP442-525

Job description / Role

Employment: Full Time

Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

COMPANY DESCRIPTION

As you know, SAP's vision is to help the world run better and improve people's lives.

As THE cloud company powered by SAP HANAƂ, SAP is a market leader in enterprise application software, helping companies of all sizes and industries Run Simple.

We empower people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. Here, you work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you're able to build your career. It's no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

PURPOSE AND OBJECTIVES

SAP support (SAP Digital Business Services) is recognized for its world-class customer care, its leading support offerings and its fast growing business. We strive to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency. Our target is to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all deployment scenarios (on premise, cloud, hybrid) in particular for SAP Success Factors. S AP Enterprise Support and SAP Preferred Success are the support offerings that provide SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals. These offerings are strategically important for SAP, and rapidly growing, whilst reaching the highest proportion of our customer base.

Our aim is:
- Deliver: Reach out for business outcomes (IT and LoB) at our customers, increase the value customers get out of their maintenance/subscription agreement and continuously improve the delivery efficiency (scalability) to extend our reach.
- Observe : Shape the existing SAP Enterprise Support and SAP Preferred Success support offerings and adapt it to new/changing market demands such as in memory computing, mobile and cloud. Listen to the SAP Enterprise Support and SAP Preferred Success customer engagement teams who are the customer representatives and facilitate an effective and efficient ES & PC delivery.
- Innovate : Drive the evolution and development of new and innovative SAP Enterprise Support and SAP Preferred Success offerings

Our customers demand from support more than just incident solving. We take it as our mission in SAP Enterprise Support to ensure that support delivers the foundational engagement in pro-actively helping customers' day-to-day business in IT and Business-related topic areas. This is why the SAP Enterprise Support strategy 2016 can be summarized in 'SAP Enterprise Support goes Business Service Support': More value and business outcome for IT and LoB!

With SAP Preferred Success, customers gain the services for mission-critical assistance that are included in SAP Enterprise Support, plus more-specific service levels and access to expert SAP contacts to help resolve issues and stay flexible to accommodate future innovations. In particular, SAP Preferred Success offers access to a Customer Success Manager for technical and product usage advisement, best practices and operational excellence, and personalized advice and guidance.

This position is within the "Global SAP Enterprise Support Practice and SAP Preferred Success Delivery" organization, with the main delivery hubs located in Ireland, China, Brazil, Germany and USA. The objective of this organization is to strengthen SAP's trusted partnership with targeted customers and provide value realisation, resulting in increased customer satisfaction, contract retention and renewals. It is the role of the Customer Success Manager to drive and build these customer relationships via the tasks outlined below.

RESPONSIBILITIES, EXPECTATIONS AND TASKS

The Customer Success Manager is a client-facing role, for customers based in EMEA/North America, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals. The role manages diverse, high profile and/or key accounts.

Key tasks include but are not limited to the following:
- Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity
- Understand key elements of the customer's environment.
- Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
- Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps
- Align Enterprise Support and Preferred Success offerings to customer business strategy and goals
- Facilitate customer meetings and reviews, including quarterly feature reviews, and annual Health Check presentations
- Engage cross-functional resources both internally and with customer organizations to align on problem solving activities
- Assist in knowledge transfer between customer and internal teams
- Effectively manage time, workload and shifting priorities
- Provide occasional off-hours support with key projects and go-lives.
- Communicate effectively with customers both verbally and in writing
- Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into

Learning opportunities
- Meet customer expectations by anticipating and helping in the resolution of their issues
- Monitor customer interaction workspaces for customer feedback and opportunities for response
- Review, document and track customer top issues.
- Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.
- Monitor quality of work and identify opportunities for continual improvement
- Up to 10% travel on-site presence

Requirements

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and technical problem solving. You are a proactive learner and creative problem solver who thrives in a fast-paced environment and who enjoys interactions that lead to ultimate customer success and satisfaction. You have strong project and task-management skills, experience with networked enterprise information systems and have supported business applications. You focus on details, particularly with communication, follow-up and documentation. You delight in exceeding customer expectations.

- Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
- Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
- Excellent communication & presentation (soft) skills.
- Excellent Arabic and English language skills, written and verbal are required. Additional languages are an advantage.
- Ability to lead requirements-gathering sessions
- Ability to learn and assimilate information quickly
- Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
- Project Management experience is an advantage
- An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid (e.g. Cloud and On-premise)
- Knowledge of the SAP Enterprise Support and the included service offerings such as SAP Enterprise Support Academy, SAP Enterprise Support Value Maps and SAP Solution Manager is an advantage
- Knowledge of SAP Success Factors is an advantage
- Intercultural sensitivity: SAP Enterprise Support and SAP Preferred Success are global support offerings and interaction with customers worldwide is required
- Enthusiast, strong work ethic and a positive attitude

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

- Graduate with a Bachelor or Honours Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent
- 5 - 8+ years' working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
- Experience and/or acumen of the following technologies and solutions:
- SAP S/4HANA Cloud, SAP ERP, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software
- Of great advantage are ASP, SaaS, XML, IT networking, SSO, APIs, Connectors experience
- Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements
- Experience in working in global / virtual teams is an advantage
- Experience in transferring knowledge to others (coaching & mentoring)

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now .

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities.

Successful candidates might be required to undergo a background verification with an external vendor.

About the Company

Headquartered in Walldorf, Germany, SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.

Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.

As the global technology research unit of SAP, SAP Research significantly contributes to SAP's product portfolio and extends SAP's leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.

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