SAP Customer Experience Manager - SAP Analytics Cloud Job in Shanghai, China

Requisition ID: 186817

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.

PURPOSE AND OBJECTIVES

The SAP Analytics Cloud team is looking for a Customer Experience Manager to work with our largest and most strategic customers to drive adoption and usage for the product through every aspect of the customer journey. The Customer Experience Manager builds a long-term, trusted advisor relationship for the entire customer journey post sales as the person who can help the customer achieve their business goals with SAP’s Analytics Cloud portfolio.

EXPECTATIONS AND TASKS

  • Customer lifecycle management: Through onboarding, problem solving, and delivering exceptional customer service we focus on customer happiness and success in the product.

  • Relationship & stakeholder management: Building direct relationships with customers, internal resources, and stakeholders to align in customer strategy and tactics.

  • Proactive analysis: Evaluate customer performance, usagage, and engagement in order to take a data-backed and proactive approach to customer relationship management.

  • Data / feedback collection: Record all customer interaction data to create a timely and effective feedback loop with product management.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Post-secondary education or equivalent required

  • Knowledge/insight into SaaS business models and the software industry

  • Team and communication skills

  • Strong project management skills

  • Customer centric mindset

  • Ability to work effectively in a fast-paced, dynamic environment

  • Ability to take initiative and solve problems

  • Fluent in English and Mandarin is a must. Be able to communicate in Korean or Japanese is an asset.

NICE TO HAVES:

  • Experience in Customer Success, technology sales, or lead generation

  • Experience with BI (Business Inteligence), EPM (Enterprise Performance Management) or PA (Predictive Analysis) or other analytics tools

  • Technical knowledge as it relates to SAP products

  • Experience working with customers in Great China and Asia Pacific, and knows the dynamic tech industry in the region

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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 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 ).

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

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