Customer Engagement Support Associate | 1-3 years | Bangalore

Job Description

  • Job Title Education / Training

Required Skills

Benefits

Description

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now!

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. Thats 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 its the best-run businesses that make the world run better and improve peoples lives.

Cloud Success Services (CSS) works tightly together with the wider Customer Success organization team to be able to bring service offerings to the market to fortify the acceleration of cloud adoption and work in a manner that is bold, future-focused, and unified to drive our customers forward. Our people form the core of delivering unmatched value and experiences for our customers. We as CSS have ONE goal: to strengthen our customers' success in the cloud!

The Customer Engagement Support (CES) team is part of the CSS organization, acting as a crossfunction to build bridges between the front, center, and regions and collaborating with customers directly. Our focus lies on delivering a seamless, holistic, and best-of-all-worlds customer engagement support which plays a key role in fortifying the post-sales customer life cycle. We do this by providing scalable and simplified on-demand services to customers directly and customer-facing roles covering all customer segments and engagement models, pro-actively monitoring customer health scores and providing life-cycle management, acting as experts, partners, and coaches for community moderation and expertise exchange, and supporting strategic improvement initiatives.



YOUR FUTURE ROLE

The Customer Engagement Support Associates primary function is to provide assistance, guidance, connect people/experts to customer and front facing roles. The Customer Engagement Support associate will support ad-hoc/on-demand request to ensure customer requests are handled in a timely manner engaging with relevant teams to address customer issues and risks.



Responsibilities and Tasks:

Protect Customer Success by helping and enabling customers with high quality and efficient Enterprise Support deliverables, in a scalable way.

Handle all Enterprise Support ad-hoc/on-demand requests for non-named engagement customers & special topics.

Ensure customers requests are handled in a timely manner and response times for request handling are being met.

Understand customers projects, landscape, key stakeholders, business, challenges, & critical pain points and propose most suitable service according to the customer's scenario.

Identify opportunities to position additional offerings in addition to what was initially requested which can help customers generate additional results/realize more value.

Maintain good quality of Engagement Documentation

Develop strong working relationships/networks with cross-functional teams within SAP

Deliver with a customer first/ONE SAP mindset

Contribute to development of new services and actively provide feedback for continuous improvement of CES delivery



YOUR PROFILE

Bachelor or higher university Degree

2 years of experience working with external customers and/or customer-facing similar experience

Fluent in English (oral and written), Additional languages are a plus

Experience working in a global environment and willingness to adjust working hours occasionally

Motivated for continuous learning to include other existing and future Customer Enablement Offerings

Highly motivated; possesses a customer-first mentality and is willing to work in a fast-paced, dynamic, and growing environment

Capability to adapt to change and to meet a demanding workload

Ambition to acquire knowledge of our products and processes and be able to communicate and demonstrate their value to our customers

Capability to adapt to change and to meet a demanding workload

Motivated and able to drive own continuous learning development

Customer focused and curious open mindset



ABOUT THE TEAM

The CES Team delivers integrated support to customers directly and customer-facing front colleagues by qualifying the incoming service requests, monitoring the executing, and driving problem resolution. The CES Team acts as a cross-function to build bridges between the front, center and regions as a part of the Customer Success board area.



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@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis



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We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAPs culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
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