SAP Technical Support

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Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for 
business software, SAP helps companies and organizations in more than 25 industries 
to run better.

PURPOSE AND OBJECTIVES

Technical Support (TS) Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) product areas of SAP Business Network, SAP Ariba and SAP Fieldglass within the Customer Support organization.

The Senior Customer Support Engagement acts as the voice of the customer in the portfolio. S(He) leverages customer experience feedback to drive changes within products and processes and sponsors long term customer relationships.

EXPECTATIONS AND TASKS

Strategic Responsibilities

• Interpret the reality of the customer experience into iterative change within the Technical Support organization.
• Maintain a balanced perspective and focus on systemic challenges experienced by customers rather than individual tickets.
• Set mutually beneficial outcomes for Technical Support and the field, starting at the initial customer engagement, advising on best practice during the sales cycle to avoid unrealistic expectations during live system execution and gaining solid Support references to fuel growth.
• Management of the global Support Engagement Manager (SEM) team
• Own the SEM watchlist.
• Grow and develop the team as appropriate.
• Own engagement/disengagement protocols.
• Global sponsor for customer satisfaction and all associated metrics within portfolio
• Own communication progress and champion initiatives that underpin CSAT.
• Ensure that within regional teams and product verticals the CSAT initiatives are understood and executed through common methods.
• Align with new support structures to understand challenges, plans and initiatives that will have customer impact and then ensure these messages are conveyed to internal and external stakeholders positively.
  • Oversight of go-live and recovery hyper-care initiatives.

Customer Responsibilities

• Ensure key customers receive heightened attention during critical periods.
• Act as a conduit between Technical Support and other associated functions like MCC required during hyper-care.
• Primary point of contact for account escalations (internal and external)
• Managing customers that have access to the highest levels within SAP and who can heavily influence how we are perceived.
• Own prevention initiatives driven through the portfolio teams to reduce customer dissatisfaction reaching SAP leadership.
• Follow up on actions such as lessons learned, changes in behavior or processes and recovery to prevent future escalations.
• Attend customer project boards and escalation sessions to advocate for Technical Support.

• Global sponsor for customer satisfaction and all associated metrics
  • Own communication progress and champion initiatives that underpin CSAT.
  • Sponsor customer visits to Support Centers to foster better understanding and engagement.
  • Speak at large customer or field events on support topics.

Stakeholders Responsibilities

• Working with global AEs/CEEs during bids
  • Ensure the scope of support services is understood and well defined in all submissions.
  • Ensure best practices are presented to prospects and addressing support concerns that may be generated by our competitors.
  • Manage non-standard SLAs and special terms during bid submission.
• Primary point of engagement for Preferred Success, MaxAttention.
• Define the added value of Technical Support under these contracts.
• Work with CSM, MaxAttention functions globally to ensure service differentiators exist for these key customer groups.

SUCCESS INDICATORS

Quantitative

Qualitative

• Drive achievement of customer satisfaction, by ensuring that within regional teams and product verticals the CSAT initiatives are understood and executed through common methods.

• Drive customer adoption of deflection initiatives and technologies

• Volume, quality and visibility of internal and external events attended representing Technical Support.
• Volume, quality and criticality of customer relationships and engagements.
• Volume and criticality of escalations across, reduction of number of escalations.
• Volume of customer endorsements
• Monitor and act upon People Survey customer scores and take action through employee engagement forums.

• A driving vision and purpose with an execution mindset.
• High degree of emotional intelligence and empathy in managing de-escalation activities with key customers.
• Support and align with Support Center Leaders regionally on critical customer relationships to ensure success.
• Recognition as an innovative and pro-active and trusted leader by employees, peers in the SAP ecosystem as well as customers and partners.
• Maintain an expansive network though visible engagement across field and Technical Support lines of business.
• Act as local executive leader on any teams requiring representation.
• Feedback from customers and peers.

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 391297  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.