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SuccessFactors Customer Success Manag...

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SuccessFactors Customer Success Manager Job

Sydney, NSW

Requisition ID: 155145 Work Area: Customer Service and Support Expected Travel: 0 - 40% Career Status: Professional Employment Type: Regular Full-time JOB DESCRIPTION SAP Enterprise Support and Preferred Care support programs provide SAP customers with ability and collaboration tools that support and enable customers to achieve these goals. They are strategically important programs for SAP as they provide a major revenue stream, whilst reaching out to the highest proportion of our customer base. This position is within the “SAP Global Enterprise Support & Preferred Care Delivery”. This is the global organization that provides extensive support advisory to SAP’s Enterprise Support and Preferred Care 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 Customer Success Manager to drive and build these customer relationships via the tasks outlined below. EXPECTATIONS AND TASKS 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: 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 and Preferred Care 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. Understand the customer’s technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process. Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. 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 and Preferred Care retention and renewals by delivering a valued and high-quality customer engagements Advisors are required to ensure that specific contractual deliverables are met. For example: Call schedules are in place, requests for assistance refreshing test instances are supported, etc. Specific to senior colleagues: Proactive identification and follow-up, where and when program offerings should be developed or optimized in order to mitigate challenges. For example: facilitate roll-in of identified gaps, ideas, and proposals from customers, consolidate the info and collaborate closely with the appropriate program office to provide improvements &/or solutions. Anticipate how strategic technology innovation (e.g. Cloud, HANA, etc) will affect SAP Global Service & Support and specifically the SAP Enterprise Support and preferred Care programs and work with the leadership team to address such challenges. As a senior advisor, become a driving knowledge transfer agent for the Global Enterprise Support and Cloud Advisory community, contributing to the development of functional advisors, empowering and mentoring colleagues, facilitating skill-sharing, best practices, and lessons learned to ensure quality of SAP Enterprise Support and Preferred Care delivery to our customers world-wide. Participation &/or leading strategic projects EDUCATION AND REQUIREMENTS / SKILLS AND COMPETENCIES 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. Outstanding communication & presentation (soft) skills. Excellent English language skills - Additional languages would be an advantage. Intercultural sensitivity: SAP Enterprise Support and Preferred Care are global programs and interaction with customers worldwide is required. Ability to deliver results under pressure, operate independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic) Project Managerial background is an advantage Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent preferred 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 BACKGROUND 2-3+ years’ working background with proven work history in a customer-facing role to work with customers on project and senior management level Background in working in global / virtual teams is an advantage Background and/or acumen of the following technologies and solutions: Cloud, databases, server applications, infrastructure architecture ,Internet technologies, web servers and web proxy servers background, 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 skills Background 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. Specific to senior colleagues: 7+ years’ working background with proven background in a customer-facing role to work with customers on project and senior management level SAP has been recognised by the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality 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 candidates 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 web siteor to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: or , APJ: , EMEA: C ). Requests for reasonable accommodation will be considered on a case-by-case basis. 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. Additional Locations:
October 12 on SAP
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