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Director SAP Lifetime Customer Experience Spain & Portugal Job

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Date: May 10, 2019

City: Madrid, M, ES

Company: SAP

 

 

Requisition ID: 202328
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Management
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.

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 goal of enabling our customers to operate SAP Solutions across all deployment scenarios (On-premise, cloud & hybrid) more efficiently and accelerating their realisation of value when implementing new SAP innovations.

Our customers and partners are at the center of everything we do at SAP. This position is within the “SAP Lifetime Customer Experience (LCX)”. This is a global customer success management organization responsible for SAP Enterprise Support, SAP Product Support for Large Enterprises (PSLE) and SAP Preferred Care, on-premise (PCOP) core delivery, program and product management.  We help customers across cloud, on premise, and the entire solution lifecycle. Through easy-to-use prescriptive journeys (such as the SAP Enterprise Support Value Maps), collaborative programs, and proactive, customer-specific engagement plans, customers get expertise and guidance to build a path to the Intelligent Enterprise.

EXPECTATIONS AND TASKS

The objective of the “SAP Lifetime Customer Experience” leadership team is to strengthen SAP’s trusted partnership with targeted customers and thus increase customer satisfaction & retention.  The role focuses on driving own and team’s relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals.

Key tasks include but are not limited to the following:

  • People Management of team, including Feedback/Career Development and Employee relations
  • Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient and high-quality delivery
  • First point of contact for all issues within the team
  • Monitoring and regular tracking of activities within the team
  • Mentoring and driving effective communications within the Team.  This includes driving regular Team meetings and also communications to and from the Management Team
  • Ensure team achievement of KPIs (customer satisfaction, productivity, service level agreements)
  • A hands-on approach and be prepared to lead by example
  • Drive best practices
  • Follow up on complaints
  • Ongoing technical support/guidance, business strategy and transformation consultation, and overall account management and oversight.
  • Understanding and being able to explain features and benefits of SAP LCX prescriptive journeys, collaboration programs and customer-specific engagement plans as it relates to customer needs.
  • Understanding and being able to explain SAP Enterprise Support innovations and how the adoption of these innovations is key to help our customers transform the way they do business.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • People Management/leadership skills
  • Demonstrated ability to motivate, engage and lead a project/team is a distinct advantage
  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT decision makers and LOB decision makers.
  • Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
  • Excellent communication & presentation (soft) skills. Be comfortable with public speaking and delivering presentations in front of large audiences
  • Excellent organizational and coordination skills. Advance negotiation skills would be an advantage.
  • Native or fluency in Spanish. Portuguese is considered an advantage.
  • Excellent English language skills - Additional languages would be an advantage.
  • Intercultural sensitivity: SAP Enterprise Support, Product Support for Large Enterprises and Preferrred Care on Premise are global programs and interaction with customers worldwide is required.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
  • Complex problem-solving capabilities. Self-motivated, proactive and solution oriented.
  • Graduate with a Bachelor or Honours Degree in IT / Computer Science / Physics / Mathematics / Engineering / Business with IT or equivalent preferred
  • An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for Cloud, standalone or Hybrid (e.g. Cloud and On-premise)
  • Knowledge of the SAP Enterprise Support, SAP Product Support for Large Enterprises and Preferred Care on Premise and the included service offerings such as ES Academy, ES Value Maps and SAP Solution Manager is an advantage

WORK EXPERIENCE

  • 6+ years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level
  • 4+ years’ Enterprise Support Advisor experience with proven record in high customer satisfaction and retention   
  • Experience working in a global organization and proven record leading multi-cultural teams
  • Experience in engagement account management is an advantage
  • Project Management experience is an advantage
  • Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.
  • Experience and/or acumen of the following technologies and solutions:
    Knowledge of cloud, Hosted Services, and SaaS/ PaaS models, cloud -based commerce/ business networks, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software.

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.

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