Requisition ID: 163424
Work Area: Customer Service and Support
Location: Walldorf/St. Leon-Rot
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP?s vision is to help the world run better and improve people?s lives.
As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers 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. You?ll 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?ll be able to get more out of 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.
Now it?s your turn to take the next step and help make the world Run Simple.
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 Business ByDesign and/or SAP Hybris Cloud for Customer. SAP 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 20% travel on-site presence
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, sensory and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us at Careers.Germany@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.