SAP Team Lead, Expert Care & Preferred Care (SAP Ariba) Job in Pittsburgh, Pennsylvania

Requisition ID: 193651

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 and Expert Care support programs provide SAP Ariba customers with robust Support programs and tools that support and enable customers to achieve success with the SAP Ariba applications. The goal of these programs 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 Team Lead to ensure the success of our customers by effectively leading a team of highly skilled customer managers, who are responsible for delivering ongoing support and guidance around application support strategy and transformation topics after the sales cycle has completed

EXPECTATIONS AND TASKS

The Team Lead is responsible for ensuring successful delivery of Preferred Care/Expert Care support programs by leading, supporting, and developing the customer managers. This role will work closely with our North America Preferred Care/Expert Care Leadership team as well as interact with cross functional teams. The goal of the Team Lead is to ensure that the Expert Care/Preferred Care team members can successfully deliver the ongoing support and guidance of SAP Ariba’s premium support programs. The candidate is expected to be self-motivated, proactive, results-oriented and able to ensure a high level of customer satisfaction through the delivery of the two premium support programs.

Key tasks include but are not limited to the following:

  • Lead a team of highly skilled customer managers for SAP Ariba’s premium support programs.

  • Collaborate with the global Preferred Care/Expert Care leadership team on program deliverables and quality assurance.

  • Build trusted relationships with customer’s senior/strategic management, business, and IT teams to deliver the Preferred Care/Expert Care.

  • Ensure successful delivery of Preferred Care/Expert Care program and all its deliverables.

  • Drive SAP Preferred Care and Expert Care business, retention, renewals, and references by ensuring delivery of value and high-quality customer engagements.

  • Collaborate with the other leaders globally to ensure consistent delivery of these programs.

  • Ensure that specific contractual deliverables are met by the customer managers.

  • Facilitate successful on-boarding of Net New customers.

  • Work with the customer managers in your region to proactively identify opportunities for customers who require a more customized level of support delivered by a SAP Ariba Premium Engagement offering.

  • Provide oversight, coaching, and direction to customer managers in accordance with the organization's policies and procedures.

  • Assist with managing capacity and ensure adequate workload coverage.

  • Ensure that the customer managers have the resources, information, and processes necessary to deliver effective solutions to our customers.

  • Motivate customer managers to meet or exceed goals and objectives.

  • Participate in the hiring process.

  • Develop strong working relationships with cross functional teams within SAP Ariba.

  • Measure, monitor and manage customer satisfaction and provide remediation as appropriate.

  • Ensure quality monitoring & feedback are done along with preventive actions put in place.

  • Maintain a mindset of continuous improvement.

  • Proactively engage with customers and ensure that any customer escalations are resolved in a timely manner through the leverage of resources across the organization.

  • Participate in change management activities across the assigned department/group.

  • Advocate for customers and define ways to continually add value to the customer experience.

  • All other duties as assigned.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • 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.

  • Demonstrated strong leadership skills and performance in the behavioral competency areas such as leading people, influencing, and motivating.

  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)

  • 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)

  • Demonstrated willingness and ability to lead cross functional team efforts

  • Demonstrated willingness and ability to effectively mentor others

  • Demonstrated ability to execute and comply with best practices (being an advocate of organizational processes)

  • Statistics knowledge (Ability to present data in charts and tables for example time series,

histograms, pareto diagrams. Use statistical concepts to apply analysis related to trending, resource planning and staffing to run an operations focused organization.)

  • Bachelor Degree (4 year-Degree) OR 5 Years of professional experience

WORK EXPERIENCE

  • 2-3 years’ management experience with proven ability in a customer-facing role

  • Experience in working in global / virtual teams

  • 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)

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

  • Knowledge of the SAP ARIBA Enterprise Support and the included service offerings 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.

Additional Locations: