SAP Customer Care Manager (SAP Ariba) Job in Pittsburgh, Pennsylvania
Requisition ID: 125000
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
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.
Summary of Position:
The Customer Care Manager is responsible for managing his/her assigned customers’ interactions with Ariba Customer Support. This individual will serve as a primary point of contact for the customer during a period of escalation or increased focus. The Customer Care Manager will be responsible for facilitating the accurate, timely communication between the customer and Ariba as well as project management support to facilitate the resolution of the customers’ issues. The Customer Care Manager will work with multiple internal teams including Technical Support, Engineering, Operations, Product Management and Account Management to communicate, track and drive to closure critical customer issues. The Customer Care Manager reports to the Manager of the Customer Care Team.
A successful Customer Care Manager:
Conducts periodic progress meetings with assigned customers.
Reports on customer progress during periodic internal review meetings and maintains customer status on the watch list.
Is responsible for documenting and communicating customer issues, priorities and expectations.
Keeps all customer-specific documentation and Knowledge@Ariba content items updated for their assigned customers.
Acts as an internal advocate for customer-specific needs – championing customer’s interests within Ariba and ensuring the customers point of view is represented.
Coordinates communication regarding escalated service requests across the Ariba Customer Support organization.
Provides back-up assistance to other customers if their Customer Care Manager is unavailable for whatever reason.
Basic Minimum Qualifications
Minimum of 6 years work experience in at least one of the following areas:
Technology Support, Account Management or Software Sales
Preferred Prior Experiences:
Experience in a customer service or customer facing role
Experience with creative problem solving for new and undocumented issues
Proven ability to manage multiple tasks or projects with changing priorities.
Superior customer service skills with experience in handling difficult customer situations.
Experience working flexible/weekend hours in order to meet customer needs
Language skills preferred but not essential
Experience working within the Procurement domain preferred
Technical Knowledge Areas
Preferred Prior Knowledge:
4 year degree preferred
General understanding of technical concepts related to enterprise software
Understanding of the business impact of an issue within the product
Experience in receiving customer issues and understanding the business impact within Procurement technology
Experience in handling customer issues and understanding the impact of the issue on the customer business
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: C at mailto:Careers@sap.com email@example.com at mailto:firstname.lastname@example.org ). Requests for reasonable accommodation will be considered on a case-by-case basis.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Additional Locations: No Selection