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Customer Experience Sr./Specialist – SAP Analytics Cloud Customer Experience (EMEA & MEE)

21/09/2018

Job Description

Work Area: Customer Service and Support
Expected Travel: 0-10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

The Customer Experience team is dedicated to helping our customers realize the full value of SAP Analytics Cloud solutions. We work with our customers post-sale to help on-board, enable, adopt and use the solutions through one on one interactions and digital self-service tools and enablement. We are the customer’s trusted advisor and internal advocate throughout the customer lifecycle with an end to end view of the customer’s post sale adoption success. Our team of experts plays a strategic role within the organization identifying and leveraging teams and resources across SAP for the benefit of the customer’s success.

PURPOSE AND OBJECTIVES

The SAP Analytics Cloud team is looking for a Customer Experience Manager to work with our largest and most strategic customers to drive adoption and usage for the product through every aspect of the customer journey. The Customer Experience Manager builds a long-term, trusted advisor relationship for the entire customer journey post sales as the person who can help the customer achieve their business goals with SAP’s Analytics Cloud portfolio.

EXPECTATIONS AND TASKS

  • Manage the customer lifecycle: Partner with customers post-sale to ensure continuity, long term engagement, and alignment with their business goals through onboarding, problem solving, and delivering exceptional customer service to drive customer happiness and success in the product.
  • Drive adoption & utilization: Enable adoption, encourage productive usage, and ensure value realization.
  • Deliver superior customer service: Be the advocate and voice of the customer aligning internal resources and stakeholders across SAP to drive coordinated execution of support customers and their success in the product.
  • Connection to technical experts: Work with development, services and product management to remove roadblocks, escalate customer issues and feature requests.
  • Proactive analysis: Evaluate customer performance, usage, and engagement in order to take a data-backed and proactive approach to customer relationship management.
  • Data / feedback collection: Record all customer interaction data to create a timely and effective feedback loop with product management.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Post-secondary education or equivalent required.
  • Knowledge/insight into SaaS business models and the software industry.
  • Account or project program management experience.
  • Customer centric mindset.
  • Team and communication skills.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Ability to take initiative and solve problems.
  • Strong German and English knowledge.

NICE TO HAVES:

  • Experience in Customer Success, technology sales, or Services.
  • SAP Analytics Cloud Product knowledge.
  • Knowledge of other European languages (French, Italian, Spanish) is a plus.
  • Experience with BI tools
  • Technical knowledge as it relates to SAP products.

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Please provide a cover letter to support your application.

 

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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 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).

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

To apply for this position follow the link: SAP

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