Customer Success Manager Associate - SAP Enterprise Support

Job description / Role

Customer Success Manager Associate - SAP Enterprise Support (f/m) Job

Work Area: Sales Support
Expected Travel: 0 - 80%
Career Status: Graduate
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.

PURPOSE AND OBJECTIVES

SAP Enterprise Support is the main SAP support offering that provide SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals. This offering is strategically important for SAP, and rapidly growing, whilst reaching the highest proportion of our customer base.

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. Therefore, the SAP Enterprise Support strategy can be summarized in 'SAP Enterprise Support goes Business Service Support': More value and business outcome for IT and business departments!

This position is within the department SAP Global Enterprise Support & Preferred Care Delivery. This is the global organization that provides extensive support advisory to SAP's Enterprise Support and Preferred Care customers. The objective of this organization is to strengthen SAP's trusted partnership with targeted customers and provide value realization, resulting in increased customer satisfaction.

RESPONSIBILITIES, EXPECTATIONS AND TASKS

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

Key tasks include:

- Develop a trusted relationship with key stakeholders and decision makers with your assigned customer
- Facilitate successful on-boarding of net new customers
- Understand key elements of the customer's business and solution landscape
- Align Enterprise Support offerings to customer business strategy and goals
- Assist in knowledge transfer and collaboration between customer and SAP internal teams
- Act as an escalation point and advocate for critical customer issues
- Communicate effectively with customers both verbally and in writing
- Meet customer expectations by anticipating and helping in the resolution of their issues

Requirements

KNOWLEDGE, SKILLS AND COMPETENCIES

You are interested to develop skills and competencies for successful account management and 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 task-management skills, first experience with networked enterprise information systems and you enjoy to support business application. You delight in exceeding customer expectations:

- Customer orientation and focus on quality,
- Ability to communicate effectively with customer IT and business contacts, with appropriate discretion where required
- Excellent communication & presentation (soft) skills.
- Excellent German and English language skills, written and verbal required.
- Ability to learn and assimilate information quickly
- Ability to work independently, and take ownership of assigned tasks (pro-active driver, result-oriented, pragmatic)
- Enthusiast, strong work ethic and a positive attitude

Additionally, of advantage would be:

- Project Management experience
- An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions
- Intercultural sensitivity: SAP Enterprise Support and SAP Preferred Care are global support offerings and interaction with customers worldwide is required

WORK EXPERIENCE

The ideal candidate would have:

- Graduate with a Bachelor / Master Degree in Computer Science, Engineering or Business with IT or equivalent
- Experience and/or acumen of following technologies and solutions: cloud, databases, server applications, infrastructure architecture, Internet technologies, web servers and web knowledge would be beneficial for the role. Of great advantage are ASP, SaaS, XML, IT network, 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

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.