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 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 contact us at EMEA: +49 6227 7 48599 and careers@sap.com, Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.

Share this Job

Date: Jun 28, 2017

Location: Munich, BY, DE

Company: SAP

Requisition ID: 152861 
Work Area: Customer Service and Support 
Location: Munich
Expected Travel: 0 - 50% 
Career Status: Professional 
Employment Type: Regular Full Time 

 

COMPANY DESCRIPTION

SAP’s vision is to help the world run better and improve people’s lives.

As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. You’ll work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’ll be able to get more out of your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

Now it’s your turn to take the next step and help make the world Run Simple.

 

PURPOSE AND OBJECTIVES
SAP’s Customer Engagement and Commerce (CEC) Line of Business is charged with protecting and enhancing the reputation of SAP’s CEC Line of Business among all customers. To that end, when we encounter customer escalations within the LoB, we need to respond quickly, authoritatively, accurately and within established SLAs to resolve the escalation and bring the customer back into a standard mode of operation.   Enabling customer success is our highest goal.

 

EXPECTATIONS AND TASKS
The Escalation Manager in this function

  • Drives the de-escalation of highly critical, complex customer situations that span across the LoB
  • Responsible for external (customer, partner) and SAP internal stakeholder management
  • Engages with the LoB to involve the appropriate skillsets required to bring the escalation to a successful conclusion
  • Communicates the status of the customer within the LoB and with the customer based on established SLAs
  • Manages the full path from customer entry to resolution and handover to respective external and internal parties
  • Provides expertise to the Global Escalation Management teams and Mission Control Center (MCC)

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
College and/or University Degree desired (or equivalent education)
Masters of Business Administration degree preferred

 

Required skills

  • Several years of experience in leading large programs
  • Escalation management experience
  • Strong communication and customer relationship skills
  • Excellent English writing and editing skills
  • Experience in change management processes, program governance and program management
  • Ability to develop key strategies to resolve customer-issues and to communicate these strategies at the C-level
  • excellent soft skill set (e.g. people skills, self-management skills)
  • fluent verbal and written English communication skills

 

Preferred skills

  • Knowledge of the SAP Hybris CEC product portfolio and customer segment is strongly preferred
  • Knowledge of customer success programs/customer care
  • Experience leading Global Teams

 

WORK EXPERIENCE

  • 7-10 years project planning and coordination experience
  • 7 years client facing experience

 

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, sensory 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 contact us at Careers.Germany@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations:  


Job Segment: Program Manager, SAP, ERP, Manager, Cloud, Management, Technology

Apply now »