SAP Expert Care Manager (English French) Job in Prague, Czech Republic
Requisition ID: 124510
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.
The Expert Care Manager is responsible for managing his/her assigned customers’ interactions with Ariba Customer Support on the products designated by the customer in their Expert Care agreement. 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. The Expert Care Manager reports to the Team Lead of the Expert Care Team.
Essential Duties and Responsibilities:
Provides Expert Care help desk coverage via telephone, email and internet for all Expert Care customers.
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 Expert Care 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 Expert Care contacts with understanding of new features and functionality due to product upgrades.
Assists customer’s Expert Care contacts with knowledge of known product defects and workarounds.
Coordinates communication regarding site issues and outages including site upgrades.
Coordinates communication regarding escalated service requests across the Ariba Customer Support organization.
Conducts site visits (maximum of two 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.
Bachelor's degree required.
Fluency in English and French
Exceptional communication and customer service skills.
Ability to work effectively under pressure.
Ability to work independently with minimal supervision.
Minimum of three years of related experience, preferably supporting or implementing Ariba products in a customer-facing environment.
Several years of customer-facing experience required.
Ability to follow set processes but also to exercise judgement and work flexibly in the best interests of the customer and Ariba.
Experience in market making, auction administration and/or event day management advantageous.
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: email@example.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection