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.

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Senior Technical Account Manager - SAP Hybris Job

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Date: Oct 6, 2017

Location: Munich, BY, DE

Company: SAP

Requisition ID: 159235 
Work Area: Customer Service and Support 
Location: Munich
Expected Travel: 0 - 20% 
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
•The Technical Account Manager (TAM) manages the Premier services relationship and plays a pivotal role in ensuring that SAP Hybris is considered and viewed as a key technology partner in the successful operation of the customers IT environment
•Help position SAP Hybris favorably when technology decisions are made by customers for future needs
•The TAM is a positive advocate for both the customer and SAP Hybris and will be a professional representative at all times in this Operational role
•The TAM must be capable of working in a team environment with other technical leaders, engineering staff and customers to solve strategic customer issues. Drive customer satisfaction by proactively establishing regular communications with target customers, answer customer inquiries, provide updates on critical issues and special project management activities
•Technical Account Management teams are spread globally (Germany, Poland, Canada, US, Australia, China) to ensure 24/7 coverage for customer business


EXPECTATIONS AND TASKS
•Manage, escalate and drive satisfactory resolution of customers’ technical support, service and infrastructure issues
•Proactively and reactively interface with customers on-site in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day-to-day operation of SAP Hybris Cloud Services
•Proactively monitor technical issues pertaining to SAP Hybris Cloud Services and make recommendations to reduce the risk / impact of similar future problems
•Develop and maintain strong working relationships with Service Readiness, Support Engineers, Product Groups and other technical resources
•Occasional availability for out-of-business hours, especially on weekends and public holidays

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

•University degree in Computer Science or Software Engineering, or substantial previous experience
•Account management experience and / or customer engagement responsibility
•Knowledge of the following is advantageous (Linux, Windows, Java, Database systems, Apache) as well as Project Management experience
•Strong problem and troubleshooting skills
•Strong multitasking abilities and quick decision making skills

•team player and hands-on attitude

•Excellent English and German language skills (verbal and written)

 

Preferred skills
•ITIL Certification(s) or Technology Certification(s) are considered an asset
•Developer knowledge is considered an asset

 

WORK EXPERIENCE
•At least 5+ years of practical experience in IT industry
•Account management experience and / or customer engagement responsibility

 

 

 

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.

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