Customer Success Manager - Support Engineer Job
Requisition ID: #
Work Area: Customer Service and Support
Expected Travel: 0 – 10%
Career Status: Graduate
Employment Type: Regular Full Time
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.
COMPANY DESCRIPTION AND POSITION SUMMARY
SAP, the Cloud Company powered by HANA, is the market leader in enterprise
application software. Through its digital core SAP empowers people and
organizations to work together more efficiently and use business insight more
SAP support (SAP Digital Business Services) is recognized for its world-class
customer care, its leading support offerings and its fast growing business. We
strive to further improve our innovative service portfolio and our customer
engagement programs, as well as increasing our delivery efficiency. Our
target is to increase business outcome for customers, make them more efficient
and accelerate time to value. This includes all SAP solutions across all
deployment scenarios (on premise, cloud, hybrid). SAP Enterprise Support and
SAP Preferred Care are the support offerings that provide SAP customers with
expertise and collaboration tools that support and enable customers to achieve
these goals. These offerings are strategically important for SAP, and rapidly
growing, whilst reaching the highest proportion of our customer base. Our aim
-Deliver: Reach out for business outcomes (IT and LoB) at our customers, increase the value customers get out of their maintenance/subscription agreement and continuously improve the delivery efficiency (scalability) to extend our reach.
-Observe: Shape the existing SAP Enterprise Support and SAP Preferred Care support offerings and adapt it to new/changing market demands such as in memory computing, mobile and cloud. Listen to the SAP Enterprise Support and SAP Preferred Care customer engagement teams who are the customer representatives and facilitate an effective and efficient ES & PC delivery.
-Innovate: Drive the evolution and development of new and innovative SAP Enterprise Support and SAP Preferred Care offerings
Our customers demand from support more than just incident solving. We take it
as our mission in SAP Enterprise Support to ensure that support delivers the
foundational engagement in pro-actively helping customers’ day-to-day business
in IT and Business-related topic areas. This is why the SAP Enterprise Support
strategy 2016 can be summarized in ‘SAP Enterprise Support goes Business
Service Support’: More value and business outcome for IT and LoB!
With SAP Preferred Care, customers gain the services for mission-critical
assistance that are included in SAP Enterprise Support, plus more-specific
service levels and access to expert SAP contacts to help resolve issues and
stay flexible to accommodate future innovations. In particular, SAP Preferred
Care offers access to a Customer Success Manager for technical and product
usage advisement, best practices and operational excellence, and personalized
advice and guidance.
This position is within the “Global SAP Enterprise Support Practice and SAP
Preferred Care Delivery” organization, with the main delivery hubs located in
Ireland, China, Brazil, Germany and USA. The objective of this organization
is to strengthen SAP’s trusted partnership with targeted customers and provide
value realisation, 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.
RESPONSIBILITIES, EXPECTATIONS AND TASKS
The Customer Success Manager is a client-facing 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 & renewals. The role manages
diverse, high profile and/or key accounts.
Key tasks include but are not limited to the following:
• Develop a trusted relationship with key stakeholders and decision
makers, understanding and responding to customer needs, and tracking account
• Understand key elements of the customer’s environment.
• Act as an escalation point and advocate for critical customer issues,
collaborating with other departments as needed.
• Facilitate meetings effectively, setting clear goals and expectations,
and documenting discussions and steps
• Align Enterprise Support and Preferred Care offerings to customer
business strategy and goals
• Facilitate customer meetings and reviews, including quarterly feature
reviews, and annual Health Check presentations
-Engage cross-functional resources both internally and with customer organizations to align on problem solving activities
• Assist in knowledge transfer between customer and internal teams
-Effectively manage time, workload and shifting priorities
-Provide occasional off-hours support with key projects and go-lives.
• Communicate effectively with customers both verbally and in writing
• Seek out and embrace feedback, take on challenging assignments to
improve skills, keep knowledge and skills up-to-date and turn mistakes into
• Meet customer expectations by anticipating and helping in the
resolution of their issues
• Monitor customer interaction workspaces for customer feedback and
opportunities for response
• Review, document and track customer top issues.
• Collaborate with internal teams by providing important customer
feedback, process-improvement suggestions, troubleshooting tips etc.
• Monitor quality of work and identify opportunities for continual
• Up to 30% travel on-site presence
KNOWLEDGE, SKILLS AND COMPETENCIES
You have a proven record of successful account management and technical
problem solving. You are a proactive learner and creative problem solver who
thrives in a fast-paced environment and who enjoys interactions that lead to
ultimate customer success and satisfaction. You have strong project and task-
management skills, experience with networked enterprise information systems
and have supported business applications. You focus on details, particularly
with communication, follow-up and documentation. You delight in exceeding
-Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT 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, written and verbal. Additional languages are an advantage.
-Ability to lead requirements-gathering sessions
-Ability to learn and assimilate information quickly
-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 ( Cloud and On-premise)
-Knowledge of the SAP Enterprise Support and the included service offerings such as SAP Enterprise Support Academy, SAP Enterprise Support Value Maps and SAP Solution Manager is an advantage
-Knowledge of SAP Success Factors is an advantage
-Intercultural sensitivity: SAP Enterprise Support and SAP Preferred Care are global support offerings and interaction with customers worldwide is required
-Enthusiast, strong work ethic and a positive attitude
EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE
-Graduate with a Bachelor or Honours Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent
-2-4+ years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
-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 experience
-Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.
-Experience in working in global / virtual teams is an advantage
-Experience in transferring knowledge to others (coaching & mentoring)
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 appli
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