2 hours
2018-08-162018-09-14

Enterprise Support Advisor Job

SAP
  • Job Code
    188097
Enterprise Support Advisor Job

Enterprise Support Advisor Job

Date: Jul 26, 2018

City: Chicago, IL, US

Company: SAP

 

 

Requisition ID: 188097
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
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.

POSITION SUMMARY

SAP’s Enterprise Support program provides SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals.  This is a strategically important program for SAP as it provides a major revenue stream, whilst reaching out to the highest proportion of our customer base.  

This position is within the “Lifetime Customer Experience” organization. This is the global organization that provides extensive support advisory to SAP’s Enterprise Support customers, with the main delivery hubs located in Ireland, China, Brazil and North America.  The objective of this organization is to strengthen SAP’s trusted partnership with targeted customers and provide value realization, resulting in increased customer satisfaction, contract retention and renewals.  It is the role of the Enterprise Support Advisor to drive and build these customer relationships via the tasks outlined below.

EXPECTATIONS AND TASKS

The Enterprise Support Advisor is a client-interfacing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed.  The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention. The role manages diverse, high profile and/or key accounts. 

Key tasks include but are not limited to the following:

  • Leverage SAP tools, services, methodologies and best practices to support successful implementation.
  • Leverage SAP tools, services, methodologies and best practices to ensure that the customer’s SAP solution runs with optimal level of performance, stability and data consistency.
  • Understand and explain features and benefits of the product line as it relates to customer needs.
  • Build trusted relationships with customer’s senior/strategic management, business and IT teams to deliver the SAP Enterprise Support portfolio in alignment with the SAP Enterprise Support charter.
  • Devise engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features.  For example:
  • Challenges arising from integration and transition between Cloud and On-Premise. 
  • Empowering customers to utilize appropriate services, ES Academy sessions, Value Maps … in order to meet their support their SAP operational goals via Solution manager functionality etc.
  • In Production Down or Go Live endangered situations, act as De-escalation liaison, collaborating with the Mission Critical Support Back office or the Mission Control Center, the customer and any other parties involved.
  • Facilitate successful on-boarding of Net New customers.
  • Proactively identify opportunities for customers who require a more customized level of support delivered by a SAP Premium Engagement offering.
  • Drive SAP Enterprise Support retention and renewals by delivering a valued and high quality customer engagements

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • 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.
  • Excellent English language skills.
  • Intercultural sensitivity: SAP Enterprise Support is a 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)
  • Project Management experience is an advantage
  • Graduate with a Bachelor or Honors 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 and the included service offerings such as ES Academy, ES Value Maps and SAP Solution Manager is an advantage

WORK EXPERIENCE

  • 3+  years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level
  • Experience in working in global / virtual teams is an advantage
  • Experience and/or acumen of the following technologies and solutions:
    Cloud, databases, server applications, infrastructure architecture ,Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software
  • Experience working in a global organization and proven record leading cross-functional teams 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.
  • Knowledge of French language would be an asset.

#SAPDBS

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:  or , APJ: , EMEA: ).

Successful candidates might be required to undergo a background verification with an external vendor.

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