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Customer Community Manager with Spanish Job – Apply now

14/11/2017

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Job Description

 

As you know, 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.

We empower people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

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 intets, 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.

 

Purpose and Objectives

SAP Digital Business Services (DBS) is recognized for its world-class and leading service and support offerings and its fast-growing business. We strive to further improve our innovative service portfolio and our engagement programs with the goals to enable our customers to operate SAP Solutions more efficient and accelerate time to value when implementing new SAP innovations.

The position is within the SAP Customer Success Group which has the objective to strengthen SAP’s trusted partnership with targeted customers and thus increase customer satisfaction & adoption. We are building a new community management unit. With the introduction of SAP Success Plans and the expansion to other cloud solutions, we need to lay the foundations to one of the most strategic delivery units of

SAP Preferred Success: The community management unit for English, Spanish, French and German speaking customers.

Expectations and Tasks

As Customer Community Manager you hold multiple hats throughout the day…

  • In the morningYou need to understand and investigate what´s the current situation of your community members, what areas they may be struggling with and if there are areas and topics that you need to get experts engaged in. In a second moment, you take the lead of animating the community. You need to get members informed of upcoming events and get them engaged by driving discussions and participation.
  • During mid-dayThis is the moment to focus on empathy. You need to put yourself into your members’ shoes and guide them through, possibly also tough or mission-critical situations. Think about this: Not everyone can speak the same language – at one side you have expert engineers and at the other end-users. It’s time to translate the messages into the members’ language. Moreover, you need to be diplomatic and communicate in a very assertive way when interacting you’re your community members – you are required to be 100% tactful and reliable.
  • In the afternoon. You need to make sure all members are on the same page and drive a good and motivating atmosphere in the community by following certain rules, guidelines, and high moderation standards. You also write your own blogs, articles, forum responses and seed content that is relevant for your community members. You live and breathe communication! You analyze engagement metrics and conduct constant community pulse checks. You evaluate the strategy in full alignment with content managers from the different cloud solutions and top management in order to optimize future strategies.

About the role

What will you do in a nutshell? You’ll do everything! You own, maintain and evolve the customer-facing community. You understand what community members need, you publish upcoming live webinar events, you coordinate and promote on-site events, you seed relevant content, you blog and communicate, you open discussions and moderate communities with the goal of driving adoption and participation to always sustain a lively and value-creating community.

In addition, you design and drive a recognition program for community members and you are an ambassador of peer-to-peer engagements. At end of the day you want to have 100% active and happy members! You follow the SAP social media strategy and guidelines. You also leverage cross-selling via other social media channels. You monitor community and content consumption and you analyze activity and membership trends and team up with content managers to (re)evaluate strategy and foster members’ participation and level of engagement.

  • Drive customer adoption and success
  • Increase customer acquisition and expansion
  • Reduce support related costs

Education / Qualifications – Skills

  • Bachelor’s Degree with MS or MBA preferred
  • Language Skills: Fluent in English and at least one additional language – Spanish, French, and/or German
  • You get things done and can learn new things quickly
  • Strong communication skills
  • Passion for social media and innovative learning techniques
  • Team oriented but independent working style
  • Customer focus and result driven
  • Problem-solving attitude
  • You know SAP Success Plans and you have an understanding of multiple SAP cloud solutions
  • Any global location is convenient

 

Your set of application documents should contain a cover letter, a resume in table form, school leaving certificates, current university transcript of records, copies of any academic degrees already earned, and if available, references from former employers (including internships). Please describe as well your experience and skills in foreign languages and computer programs/ programming languages.
The position can be filled as part time position.

 

To apply for this position, please follow the link. For assistance on arrival in English, Italian, French and Spanish please contact our colleagues at EazyCity, www.eazycity.com.

 

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