SAP Customer Success Associate Job in Dallas, Texas

Requisition ID: 158208

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Early Talent

Employment Type: Regular Full Time

Career Level: T1

Recruiter Name: Nilofer Qureshi

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

POSITION SUMMARY

SAP Enterprise Support and Preferred Care support programs provide SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals. They are strategically important programs for SAP as they provide a major revenue stream, whilst reaching out to the highest proportion of our customer base.

This position is within the “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, with the main delivery hubs located in Ireland, China, Brazil and North America. The objective of this organization is to strengthen SAP’s trusted partnership with targeted customers and provide value realization, 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.

EXPECTATIONS AND TASKS

Customer Success Associate is a client-facing role, 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:

  • Leverage SAP tools, services, methodologies and best practices to support successful implementation.

  • Leverage SAP tools, services, methodologies and best practices to ensure that the customer’s SAP solution runs with optimal level of performance, stability and data consistency.

  • Understand and explain features and benefits of the product line as it relates to customer needs.

  • Build trusted relationships with customer’s business and IT teams to deliver the SAP Enterprise Support portfolio in alignment with the SAP Enterprise Support and Preferred Care charter

  • Devise engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features. For example:

  • Challenges arising from integration and transition between Cloud and On-Premise.

  • Empowering customers to utilize appropriate services, ES Academy sessions, Value Maps … in order to meet their support their SAP operational goals via Solution manager functionality etc.

  • Understand the customer’s technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.

  • Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In Production Down or Go Live endangered situations, act as de-escalation liaison, collaborating with the Mission Critical Support Back office or the Mission Control Center, the customer and any other parties involved.

  • Facilitate successful on-boarding of Net New customers.

  • Proactively identify opportunities for customers who require a more customized level of support delivered by a SAP Premium Engagement offering.

  • Drive SAP Enterprise Support and Preferred Care retention and renewals by delivering valued and high quality customer engagements

  • Advisors are required to ensure that specific contractual deliverables are met. For example: Call schedules are in place, requests for assistance refreshing test instances are supported, etc.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT decision makers 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 English language skills - Additional languages would be an advantage.

  • Intercultural sensitivity: SAP Enterprise Support and Preferred Care are global programs and interaction with customers worldwide is required.

  • 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

  • Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent preferred

  • 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 ES Academy, ES Value Maps and SAP Solution Manager is an advantage

WORK EXPERIENCE

  • Up to 2 years’ working experience with proven ability in a customer service role

  • Experience in working in virtual teams is an advantage

  • Experience and/or acumen of the following technologies and solutions: Cloud, databases, server applications, infrastructure architecture ,Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software (specifically HCM knowledge would be beneficial for this role)

  • Of great advantage are ASP, SaaS, XML, IT networking, SSO, APIs, Connectors skills

  • Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.

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. 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 send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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