Customer Service and Support

Enterprise Support Advisor

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

 

 

What you’ll do

 

The Enterprise Support Advisor (ESA) is a client-facing role focused on driving customer success utilizing proactive outcome success plans.  The ESA helps accelerate a customer’s journey to the cloud as part of the RISE with SAP motion. The ESA delivers ongoing guidance around business strategy and transformation topics to ensure customer success.

Key tasks include, but are not limited to, the following:

  • Directs current installed base to the cloud using proactive and preventive entitlements or Cloud Success Services (CSS) Center offerings so customers can easily deploy and optimize solutions quickly and safely with measurable outcomes
  • Develops, maintains, and executes Success Plans that delivers measurable business value
  • Proactively supports RISE and other SAP transformation engagements
  • Establishes and facilitates continuous collaboration & feedback loops with customer’s key stakeholders and internal SAP teams to ensure improvement of delivery, portfolio, processes, and tools
  • Leverage SAP tools, services, methodologies, and best practices to support successful SAP solution adoption among all deployment types (cloud, hybrid, and on-premise)
  • Empower customers to utilize SAP information sources/resources to broaden customer’s knowledge and expertise on SAP products and services
  • Support customer retention and renewals by delivering high quality customer engagements

 

What you bring

 

  • Highly motivated customer-first mindset and willingness to work in a fast-paced, transformative, and growing environment
  • 10+ years’ working experience in managing complex customer engagements and applying preventive strategies that result in positive outcomes
  • Experience and/or acumen of the following technologies and solutions: Public/Private Cloud, databases, server application, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions and/or business application software
  • Ability to deliver outstanding customer experiences with a mastery in the execution of following up
  • Highly developed communication and presentation skills to speak with individuals effectively and appropriately, at all levels, both internally and externally
  • Multi-cultural sensitivity: SAP Enterprise Support is a global program and interaction with customers and colleagues worldwide is required
  • Determination to learn constantly while also engaging with customers in new ways to help create and celebrate customer success every step of the way
  • Ability to research and assemble customer intelligence and derive from this information, a customer’s business strategy then be able to apply this knowledge to a customer’s current state and potential future state of SAP solution usage
  • Knowledge of over-arching SaaS and IaaS principles
  • Bachelor’s degree in IT/Computer Science/Physics/Mathematics/Engineering/Business or equivalent preferred
  • Excellent English language skills

 

Meet your team

 

The Enterprise Support Delivery Team is a regional unit belonging to the North America Cloud Success Services organization. The knowledge and expertise of new technologies within our team, as well as the delivery of customer-centric programs, gives us channels to drive transformative customer experiences. It is the role of the Enterprise Support Advisor to create, drive and deliver multiple positive customer encounters via a set of identified tasks.

 

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.

Requisition ID: 343042  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: Virtual - USA #LI-Hybrid

Requisition ID:  343042
Posted Date:  Jun 17, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Allen, TX, US, 75013

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Nearest Secondary Market: Fort Worth

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