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Customer Service and Support

Senior Specialist, Customer Engagement Support- Foundational Support Excellence

What we offer

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!

 

 

 

SUMMARY
Within Customer Engagement & Experience we drive world-class customer experience and business outcomes by passionately championing the success of our customer.  We inspire and empower people to lead, orchestrate, and deliver sustainable customer value.
We deliver centralized and integrated support to customer-facing roles in CE&X and beyond, covering all customer segments and engagement models. We do this by delivering scalable and simplified on-demand services for customer-facing roles, proactively monitoring quality and providing life-cycle management, acting as experts, partners, and coaches for community moderation and expertise, and supporting strategic improvement initiatives.

 

ROLE
The Customer Engagement Support Senior Specialist's primary function is to provide assistance and guidance to customer facing post-sales roles.  The role also connects people/experts and provides expert mentoring on Engagement topics and Strategic Initiatives to customer facing post-sales roles.

Senior Specialists will be adept at addressing complex support engagement issues/risks independently, actively engage with customer facing post –sales roles to discuss customer situations and can conduct a 360° customer assessment service.
Deliver CES internal services and support for customer facing post-sales roles.  Provide exceptional service by swiftly understanding customer situations/issues/risks based on business impact.
Develop and drive appropriate action plans to completion and provide timely updates and knowledgeable answers in a positive and fair manner.
Contribute to development of new services and actively provide feedback for continuous improvement of CES delivery
Develop and maintain deep knowledge of support engagement delivery and methodology
 
ROLE REQUIREMENTS

  • Minimum 4 years of professional experience in a services and support role 
  • Demonstrated customer-focused experience, preferably with Enterprise Support
  • Familiarity with Preferred Success, Enterprise Support and MaxAttention engagements
  • Management of Engagements for mid to large enterprises and their solution landscape (Cloud, Hybrid, On-prem).
  • Experience in successfully mentoring new hires and current employees
  • Good understanding of the SAP technology and understanding of SAP Applications (On-prem, Hybrid and Cloud)
  • Good understanding of SAP support tools and ability to present and explain strategy and demonstrate capabilities to customer facing roles


LANGUAGE
English: Fluent

 

EDUCATION
Bachelor or higher university Degree in Computer Science, Mathematics, Physics, Business Economy or similar
Professional Training & Certification
Relevant SAP Support offering curriculum and onboarding programs (e.g. Enterprise Support, Premium Engagement, Customer First, or Preferred Success)
Product Training and Associate Certification (e.g. S/4 HANA Cloud, Success Factors, Solution Manager)

 

 

 

We are SAP

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.

 

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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:315105 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: Virtual - Global

Senior Specialist, Customer Engagement Support- Foundational Support Excellence

Facility:  315105
Posted Date:  Jan 5, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Galway, IE, H91W3P8


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