Senior Technical Quality Manager
4 semanas atrás
Customer Success Role
We are seeking a highly skilled Senior Technical Quality Manager to join our team at SAP. As a Senior Technical Quality Manager, you will be responsible for establishing and supporting long-term engagements between our customers and SAP. Your primary goal will be to provide advice and drive the delivery of premium engagement services to proactively prevent or resolve critical situations.
Key Responsibilities
- Understand customer business, organization, and SAP at customer
- Analyze current customer situation, maturity of SAP solution operations, and IT service delivery
- Explain engagement scope, innovation roadmap, focus areas, and high-level delivery plan
- Agree and implement governance model, expedite SAP's collaboration platform, and explain initial action and service plan
- Align service plans with account team, contribute to executive meetings, and provide balanced scorecard overview
- Highlight premium engagement delivery opportunities, support contract renewal, and establish trusted relationship with customer
- Manage long-term engagement plan, react to short-term needs, and identify potential IT issues and risks
- Escalate critical situations, expedite SAP Solution Manager, and provide guidance on SAP ALM readiness
- Provide feedback on improvement potential, support ES or PSLE delivery, and instruct customer on SAP's support processes
Requirements
- Problem resolution skills, ability to manage customer solutions in top maintenance segment
- Good understanding of SAP technology, SAP Business Suite, and services tools
- Fluent English and Portuguese language skills
- Experience as an SAP Cloud Success Services onsite/remote team lead, such as Solution Management Assessment
About SAP
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. We are a cloud company with two hundred million users and more than one hundred thousand employees worldwide, committed to personal development and a highly collaborative team ethic. We help ensure every challenge gets the solution it deserves.
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