Customer Success Manager Associate
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
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
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
عدد الشواغرغير محدد
المؤهل العلمي المطلوببكالوريوس
العمر المطلوبمن - الى
نوع التوظيفدوام كامل
سنوات الخبرةالحد الادنى غير محدد - الحد الاقصى غير محدد