SAP Customer Success Manager for S/4HANA Cloud (MEL or SYD) Job in Melbourne, Australia
Requisition ID: 150406
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Recruiter Name: Rodney Supanovich
SAP’s vision is to help the world run better and improve people’s lives. As THE cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries Run Simple.
At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. Here, you work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’re able to build your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.
Customer Success Enterprise Support & Preferred Care Delivery 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 and 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, and 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 is to:
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. With SAP Preferred Care, customers gain the services and assets 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. 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.
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, understand and respond to customer needs bringing the customers value in the focus.
Understand key elements of the customer’s environment and Cloud strategy.
Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Care scorecard.
Provide expertise to customers’ use of SAP Cloud solutions, focusing on SAP S/4HANA Cloud.
Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
Provide personalized Quarterly Release Review to support customer to develop an appropriate strategy that maximizes feature adoption.
Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.
Carry out a continuous trend analysis for proactive risk mitigation.
Proactively contribute to strategic customer programs launched by ES & Preferred Care management, e.g. SAP Enterprise Support Advisory Council.
Drive the identification of scalable portfolio development needs for S/4HANA Cloud with the portfolio owner.
Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.
Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
Monitor quality of work and identify opportunities for continual improvement.
Up to 50% travel on-site presence.
KNOWLEDGE, SKILLS AND COMPETENCIES
You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring:
Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
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 Preferred Care and the included service offerings is an advantage
Knowledge of SAP S/4HANA and SAP S/4HANA Cloud is an advantage.
Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
Excellent communication & presentation (soft) skills.
Enthusiast, strong work ethic and a positive attitude.
Excellent English language skills, written and verbal. Additional languages are an advantage.
EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE
Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent.
5-7 years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.
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) is an advantage.
Previous experience on S/4HANA and S/4HANA Cloud is an advantage.
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.
Additional Locations: Virtual - Australia