SAP Customer Success Manager (SAP Ariba) Job in Pittsburgh, Pennsylvania

Requisition ID: 195131

Work Area: Customer Service and Support

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.

POSITION SUMMARY

The Preferred Care support program provides SAP Ariba customers with support expertise and collaboration tools that support and enable customers to achieve success with the SAP Ariba applications. The goal of this program is to strengthen SAP Ariba’s trusted partnership with targeted customers and provide support for 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.

THE SAP ARIBA #BeREAL COMMITMENT

SAP Ariba strongly values being recognized as a customer-centric organization. We’ve created our #BeREAL Commitment to ensure that all SAP Ariba employees factor optimizing the customer experience into every business decision that they make.

What exactly does #BeREAL stand for?

R equals responsiveness to customers (including SAP Ariba colleagues),

E relates to empathy with understanding the culture of our customers and their business objectives

A signifies being aligned with your SAP Ariba colleagues to deliver the best customer experience,

L acknowledges that we lead our customers to realize value through our expertise.

“To become a part of the SAP Ariba team, we ask all applicants to share experiences that embody the #BeREAL Commitment.”

EXPECTATIONS AND TASKS

Customer Success Manager is a client-facing role, delivering ongoing support and guidance around application support 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, retention, and renewals. The role manages diverse, high profile and/or key accounts.

Key tasks include but are not limited to the following:

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

  • Leverage SAP Ariba tools, services, methodologies and best practices to ensure that the customer’s SAP Ariba 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 senior/strategic management, business, and IT teams to deliver the SAP Ariba Enterprise Support portfolio in alignment with the SAP Ariba Enterprise Support and Preferred Care charter.

  • Devise support 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 in order to meet their SAP Ariba operational goals.

  • 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, 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 Ariba Premium Engagement offering.

  • Drive SAP Ariba Enterprise Support and Preferred Care retention and renewals by delivering a 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 ARIBA 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 Degree in IT/Computer Science/Physics/Mathematics/Engineering/ Business or equivalent preferred

  • An understanding of IT landscapes and lifecycles with a specific focus on SAP ARIBA Solutions during transitions, implementations and operations phases for Cloud, standalone or Hybrid (e.g. Cloud and On-premise)

  • Knowledge of the SAP ARIBA Enterprise Support and the included service offerings is an advantage

WORK EXPERIENCE

  • 2-3 years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level

  • Experience in working in global / 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

  • Experience working in a global organization and proven record leading cross-functional teams is an advantage

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

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. 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: C at mailto:Careers@sap.com areers@sap.com at mailto:Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

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.

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

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