SAP Enterprise Support Advisor Job in Toronto, Canada

Requisition ID: 168297

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

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.

* SAP is currently *not offering international relocation benefits for this role **

POSITION SUMMARY

SAP’s Enterprise Support program provides SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals. This is a strategically important program for SAP as it provides a major revenue stream, whilst reaching out to the highest proportion of our customer base.

This position is within the “Lifetime Customer Experience” organization. This is the global organization that provides extensive support advisory to SAP’s Enterprise Support 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 Enterprise Support Advisor to drive and build these customer relationships via the tasks outlined below.

EXPECTATIONS AND TASKS

The Enterprise Support Advisor is a client-interfacing 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. 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 senior/strategic management, business and IT teams to deliver the SAP Enterprise Support portfolio in alignment with the SAP Enterprise Support 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.

  • 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 retention and renewals by delivering a valued and high quality customer engagements

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

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

  • 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.

  • Intercultural sensitivity: SAP Enterprise Support is a 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

  • 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

  • Minimum of 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

  • 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.

  • Knowledge of French language would be an asset.

LOCATION

  • Yonge Street; moving to Financial District July/August 2018

#SAPDBS

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.

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