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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Date: Jun 23, 2017

Location: Munich, BY, DE

Company: SAP

Requisition ID: 145773
Work Area: Customer Service and Support
Expected Travel: 0 - 20%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

 

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

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

  • Account management experience and / or customer engagement responsibility is also a requirement
  • Knowledge of the following is advantageous (Linux, Windows, Java, Database systems, Apache) as well as Project Management experience
  • Excellent written and spoken English and German
  • Strong problem and troubleshooting skills
  • Strong multitasking abilities and quick decision making skills

 

Preferred skills

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

 

WORK EXPERIENCE

  • A degree in Computer Science or Software Engineering, or substantial previous experience
  • ideally 5+ years 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 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). Requests for reasonable accommodation will be considered on a case-by-case basis.

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