SAP Expert Care Manager (SAP Ariba) Job in Pittsburgh, Pennsylvania
Requisition ID: 126708
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.
EXPECTATIONS AND TASKS:
The Expert Care Consultant is a named contact within Ariba that acts as a Support Account Manager for the customer and is knowledgeable about customer specific business process, configurations and customizations. This individual will provide mostly functional, product-related and some technical and strategic support to the customer in order to facilitate their use of Ariba products.
Responsibilities and Tasks:
Responsible for managing assigned customers’ interactions on the products designated by the customer in their support agreement.
Works with designated contacts from the customer to answer their functional questions regarding supported Ariba products.
Advises customer’s designated contacts in the development of “Best Practices” based on previous experience.
Conducts status meetings upon request via internet and telephone.
To be knowledgeable regarding any customizations or process-driven specifics of the site and be responsible for documenting and training other premium help desk representatives on these items.
Keeps all customer-specific documentation and Knowledge@Ariba content items updated for their assigned customers.
Acts as an internal advocate for customer-specific application needs – championing customer’s interests within Ariba.
Assists customer’s support contacts with understanding of new features and functionality due to product upgrades.
Assists customer’s support contacts with knowledge of known product defects and workarounds.
Coordinates communication regarding site issues and outages including site upgrades.
Conducts site visits (average of two per customer per year) to the customer to better understand their support needs.
Provides monthly customized reports to the customer of their Ariba Customer Support activity in a format and including data as agreed with the customer, which may include service request status and updates, categorization of issues raised, identification of recurrent issues and related training needs, service level tracking, etc.
Act as the primary on call contact for assigned customers.
Proactively shares knowledge with the global Support organization on frequently asked questions, customer configurations and advance functionality.
Minimum of three years of related experience, preferably supporting or implementing Ariba products in a customer-facing environment.
Superior experience working with software applications
A business understanding of sourcing and/or procurement
Experience conducting (facilitating) a virtual meeting as well as an extreme comfort with face to face customer interactions and working with global teams
Minimum of 12-18 months experience in an advanced Customer Support role with exposure to investigating and troubleshooting issues and filing Change Requests
Proven ability to successfully engage Ariba internal teams
Strong customer satisfaction in customer facing role (Ariba 8.75 )
Demonstrated experience managing projects and executing against defined timelines
History of consistently meeting or exceeding established individual performance objectives
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES :
Associates or Bachelor’s Degree Preferred Associates or Bachelor’s Degree Preferred
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 firstname.lastname@example.org at mailto:email@example.com ). 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