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Customer Success Manager

Employer
SAP
Location
Galway (County), Connacht (IE)
Salary
Negotiable
Closing date
10 Oct 2017

Job Details

PURPOSE AND OBJECTIVES : 
The Cloud Service Center team enhances cloud based products by designing and developing additional functionality on request. We work with a wide range of SAP cloud based solutions, including C4C, ByD, HCP, C4TE, Success Factors and mobile solutions. Additionally, we provide an expert support service in order to enable partners to deliver high quality products to their customers. 

As a Customer Success Manager working within our Business Network area, you will be responsible for driving the successful implementation of multiple customer integration activities. You will take ownership of customer accounts and drive delivery along with our Integration Specialists and Project Managers. The role is heavily communication focused with a reasonable level of technical knowledge also expected. You will interact closely with our delivery teams and with the customer on a technical level, as you collaboratively plan and execute activities. 

Attention to detail, strong dedication to excellent customer service and impeccable organizational skills are essential. 
EXPECTATIONS AND TASKS: 
• Take ownership of customer accounts and drive on-boarding delivery by coordinating resources, prioritizing work, tracking statuses and communicating with customers and colleagues at various organizational levels. 
• Manage and drive customer escalations to successful resolution. 
• Participate in pre-sales customer workshops, both remotely and on customer site. 
• Work closely with our Technical and Project Management teams to build a strong internal network. 
• Provide process context and explanations to customer’s onboarding to the SAP Business Network. 
• Engage closely with, and be a key member within the Business Network On-boarding Team, driving process and technical improvements and work processes. 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES: 
• Bachelor degree or above in Information Technology, Business Information Systems, Computer Science or related area. 
• Experience in a customer facing environment. 
• Some experience/ knowledge in Project Management. 
• Analytic and problem-solving mindset. 
• Fluent English, written and oral, and extremely strong, confident communication skills. 
• Time management skills – you will need to be able to prioritize tasks effectively. 
• Attention to detail – accurate tracking and status reporting is essential. 
• Good understanding of networking a distinct advantage (OSI, TCP/IP, primary networking concepts). 
• Experience or high level understanding of EDI within the Financial Services / Pharmaceutical industry a distinct advantage. 

Please note, this is a temporary contract role for which you would be employed by manpower and working on behalf of our client; SAP. 

Company

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.

With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.

SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.

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