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Lifetime Customer Experience - Enterprise Support Associate - SEA Job

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Date: Mar 16, 2019

City: Manila, CEB, PH

Company: SAP


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.



SAP, the Cloud Company powered by HANA, is the market leader in enterprise application software. Through its digital core SAP empowers people and organizations to work together more efficiently and use business insight more effectively.

SAP Digital Business Services – Support Delivery is recognized for its world-class customer care, its leading support offerings and its fast-growing business. We strive to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency regardless of the deployment mode.  Our target is to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all deployment scenarios (on premise, cloud, hybrid). SAP Enterprise Support and SAP Enterprise Support Cloud Edition are the support offerings that provide SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals. These offerings are strategically important for SAP, and rapidly growing, whilst reaching the highest proportion of our customer base.  Our aim is:


  • Deliver: Reach out for business outcomes (IT and Business) at our customers, increase the value customers get out of their maintenance/subscription agreement and continuously improve the delivery efficiency (scalability) to extend our reach.
  • Observe: Shape the existing SAP Enterprise Support and SAP Enterprise Support Cloud Edition support offerings and adapt it to new/changing market demands such as the intelligent enterprise supported by SAP S/4 HANA and SAP Leonardo as the innovation platform Listen to the SAP Enterprise Support and SAP Enterprise Support Cloud Edition engagement teams who are the customer representatives and facilitate an effective and efficient SAP Enterprise Support and SAP Enterprise Support Cloud Edition delivery.
  • Innovate: Drive the evolution and development of new and innovative SAP Enterprise Support and SAP Enterprise Support Cloud Edition offerings


    An outstanding customer experience is the key to retain and renew our Cloud subscription and Maintenance contracts.
    Our customers demand from support more than just incident solving. We take it as our mission in SAP Enterprise Support to ensure that support delivers the foundational engagement in pro-actively helping customers’ day-to-day business in IT and Business-related topic areas.
    We are privileged because SAP Enterprise Support is the glue that joins SAP dots for customers end-to-end. This privilege requires also strong management support and cross role collaboration.

    This position is within the DBS - “Lifetime Customer Experience” (LCX) organization, which leads the programs of SAP Enterprise Support (ES), SAP Enterprise Support Cloud Edition (ESCE), SAP Product Support for Large Enterprises (PSLE), and SAP Preferred Care On-Premise (PCoP). With its main delivery hubs located in Ireland, China, Brazil, Germany and USA, the objective of this organization is to strengthen SAP’s trusted partnership with targeted customers and provide value realization, resulting in increased customer satisfaction, contract retention and renewals.



          Core Expectations, include but are not limited to:


  • Responsible for the management of assigned customer requests, engaging with customer per the playbook.
  • Engagement plan development, in collaboration with customer, defining a specific timeframe and scope
  • Drive customer success, through education on how to leverage end-to-end usage of engagement plans, with higher focus on the automated and self-guided elements across product, adoption & success resources e.g.  SAP Launchpad, ES Value Maps, Communities, Webinars
  • Manage mission critical situations and mitigate risks to ensure business continuity of their SAP Software Solution, triggering internal processes for additional assistance when and where needed
  • Communicate and showcase customer success based on current customer satisfaction processes and guidelines
  • Responsibility for Dispatching and Monitoring activities as per internal business rules and processes
  • Drive self-learning through personal development planning, utilising digital learning platforms and taking advantage of the skills and experience of the wider LCX and Digital Business Services community


Please note, all engagements are governed by the customer’s active support contracts, customers may have more than one contract type active. Detailed information on delivery, execution and tools can be found in the relevant playbooks, handbooks and JAM pages covering each offering.

Documentation, Reporting and Master Data Quality

  • Timely engagement status maintenance and personal activity recording in internal systems per guidelines
  • Support initiatives to foster team collaboration
  • Proactive and self-managed updates of personal goals and development in HR system



  • Customer orientation and focus, as well as skills to interact/collaborate with customer IT and LoB decision makers.
  • Experience ensuring customer success and demonstrating accountability for taking over customer issues, concerns, and complaints and driving them to resolution successfully (e.g. is able to resolve escalations)
  • Knowledge on Support Organization and how to scale delivery without affecting quality or compromising on efficiency is an advantage
  • Intercultural sensitivity, as SAP Enterprise Support & SAP Enterprise Support Cloud Edition are global programs and interaction with customers/teams worldwide is required.
  • Ability to communicate effectively, internally and externally, with appropriate discretion as required.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, driver of simplicity, pragmatic)
  • Good communication & presentation (soft) skills
  • Fluency in additional languages is a distinct advantage



  • 2+ years’ working experience in a service & support or customer success role
  • Experience working in a global organization
  • Functional knowledge about SAP Enterprise Support program and deliverables are a distinct advantage
  • Experience in project management is a plus




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.

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: or, APJ:, EMEA:

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

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