SAP SAP Ariba - Support Manager Job in Tokyo, Japan

Requisition ID: 195082

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Management

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.

The SAP ARIBA #BeREAL Pledge

SAP Ariba strongly values being recognized as a customer-centric organization. We’ve created our #BeREAL pledge 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? The R equals responsiveness to customers (including SAP Ariba colleagues), the E relates to empathy with understanding the culture of our customers and their business objectives, the A signifies being aligned with your SAP Ariba colleagues to deliver the best customer experience, and the 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 pledge.”

Ariba, an SAP company, is the global leader in business commerce networks, supporting more than $450 billion dollars in yearly trade between over 1 million connected companies. Ariba is transforming the way the world conducts business and is poised for strong continued growth with its innovation around the commerce graph. Every day, we help companies big and small collaborate with trading partners to manage spend, cut costs, reduce risk, and grow revenue.

Job Description Overview

This Customer Support Manager is responsible for ensuring the success of our customers by effectively leading a team of highly skilled engineers. Our customer support team is responsible for providing dependable and timely resolution to advanced feature/function inquiries and complex technical issues. The Customer Support Manager will work closely with the customers to understand the requirements and drive improvements in the support model. The Customer Support Manager will also work with our global Support Leadership team as well as interact with cross functional teams such as Development and Solutions Management to ensure that Ariba is delivering overall superior service and support to our customers. The candidate is expected to be self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Key Areas of Responsibility and Duties

  • Lead the strategy for customer support in Japan for Ariba’s Cloud suite of solutions.

  • Provide oversight and direction in accordance with the organization's policies and procedures.

  • Manage workflows and schedules for direct reports and ensure adequate workload coverage.

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

  • Motivate team to meet or exceed goals and objectives. Accountable to ensure team consistently meets or exceeds goals, objectives and other targets.

  • Coach, mentor, and develop direct reports, including overseeing new employee on boarding and providing career development planning and opportunities.

  • Participate in the hiring process.

  • Measure, monitor and manage customer satisfaction and provide remediation as appropriate. Ensure quality monitoring & feedback is done along with preventive actions put in place.

  • Maintain a mindset of continuous improvement.

  • Ensure that any customer escalations are resolved in a timely manner through the leverage of resources across the organization.

  • Work with Solutions Management, Development and Customer Support functions to support development of new products. Ensure operational and general customer service requirements are factored into design decisions. Support product launch and continuous product enhancement activities.

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

  • Manage and participate in rotating 24x7 “on call” support coverage for designated issues

Preferred Qualifications

Soft skill

  • Demonstrated willingness and ability to lead cross functional team efforts

  • Demonstrated willingness and ability to effectively mentor others

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

  • Respect others and collaborate well to achieve common goal

  • Growth mindset to challenge anything that makes you grow

  • Proven ability to manage multiple tasks or projects with changing priorities.

  • Effective communication skills (verbal and written).

  • Superior customer service skills with experience in handling difficult customer situations.

Technical skill

  • General Customer Support domain knowledge

  • Statistics knowledge to analyze/present volume trend, resource planning etc.

  • Technical Support / Call Center Specific knowledge

  • Proven success an individual contributor role/leading projects

  • Proven success demonstrating problem solving capabilities

  • Basic IT knowledge such as Network, TCP/IP, DNS, Database

  • It is desired that candidates have a working knowledge of one or more of the following concepts/technologies:

  • Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server.

  • Knowledge/experience with one or more Web Servers like Sun One or IIS.

  • Troubleshooting/analyze network/HTTP issue using Fiddler or debugging tool

  • Working knowledge of Windows, UNIX, Linux based operating systems.

Experience and Language

  • Experience working with Japanese customers.

  • Experience working in a fast pace, global environment

  • Experience managing customer relationships/activities and developing strong customer relationships

  • Bachelor’s degree with a technical discipline preferred.

  • 3 years of experience in managing customer support teams in Japan.

  • Language – Native in Japanese. Fluent in English, good enough to communicate with colleagues in US and India.

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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