Customer Support Manager

**What we offer**
CallidusCloud is now SAP Sales Cloud, part of the SAP Customer Experience division of SAP. We help sales teams sell faster and perform better, using AI-driven software that transforms your company's lead-to-cash process. Our full suite of sales process tools includes sales automation, incentive management, Configure Price, Quote (CPQ), coaching and sales enablement.
We are looking for a Manager, Customer Support, to join our team at our Labs LA
The Customer Support Manager will provide leadership to the team's technical staff, handle all matters of the team's work needs, manage day-to-day operations of supporting our customers, and ensure that we are providing best in-class customer service. This individual will also be responsible for driving and delivering key team metrics, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.
- Please, submit your _**_CV in English_**_. Only CVs submitted in this language will be assessed._
**Responsibilities**:
- Manage our Customer Support Center operations and provide excellent customer support across the CallidusCloud customer base.
- Lead team of engineers in responding to problem cases submitted by customers via the Customer Support portal, chat, and phone.
- Help manage escalations and serve as a lead resource in complex issues, guide colleagues in overall case flow management.
- Coach the team in the use of systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product.
- Work closely with the Global Customer Support Center leadership team to maintain operational parity.
- Provide feedback internally and to customers on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product.
- Deliver on key Customer Support Team metrics (SLA, Customer Sat, Net Promoter Score, etc.).
- Drive team's pursuit of excellence by successfully executing Customer Support goals and initiatives.
- Maintain a high-performance team, including mentoring, training, goal setting, coaching, developing, delegation and accountability.
**Qualifications**:
- Desired bachelor's Degree in Computer Science, Computer Information Systems, or in similar areas; Master's Degree a plus.
- 8+ strong years of technical support and service management experience with at least 1 year of leadership or supervisor experience.
- Experience working in cloud-based service and technology environment strongly preferred.
- Foundational knowledge of technology components such as:
- Relational databases (such as Oracle, SQL Server, etc.)
- Linux and Windows operating systems
- SQL and stored procedures (PL/SQL, T-SQL)
- Java language including XML, Servlet, EJB APIs
- Scripting programs e.g. Python, Groovy
- Web Application servers e.g. Tomcat, Weblogic
- Excellent customer relationship and communication skills; written and verbal.
- Excellent problem solving and listening skills.
- Strong attention to detail, goal oriented, and self-motivated.
**LOCATION**: São Leopoldo - RS
**OUR PLEDGE TO FLEX WORK**
At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we **pledge to flex** - providing an approach that can fit every role, style, and location while continuing to meet our business and customer needs. With this pledge, we will provide:
- An inclusive environment in which people have options of work models**:work from home**, at the **office**, or **hybrid**, based on what fits best employee preferences and business requirements - employees discuss with their managers the possibilities and align together the best work setup.
- Flexible work schedules, so employees can adapt their personal needs with rheir professional activities in a productive and satisfatory way.
- A 100% trust-based workplace as the norm, not the exception.
**We are SAP**
**Our inclusion promise**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employmen

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