Employment:
Full Time
Work Area: Consulting and Professional Services
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
Would you like to work within a team that is recognized for its world-class customer care, leading support offerings, and work directly with customers to help them achieve successful outcomes for their business? Do you work best when collaborating with great team members and multiple other stakeholders, building impactful relationships that drive success for both you and SAP’s customers? Are you creative when faced with challenges? Do you want to be a part of a dynamic organisation that provides guidance and support for a portfolio spanning both cloud and on-premise products? Then look no further, bring your talents to us!
Through expertise, services, support, and tools, SAP Services and Support is uniquely prepared to help our customers become an Intelligent Enterprise using SAP’s intelligent suite, digital platform and intelligent technologies. Our expertise, services and support portfolio and intelligent tools encompass over 45 years of experience in implementing and supporting hundreds of thousands of companies across 25 industries. SAP Enterprise Support (ES) provides customers with expertise and collaboration tools that support and enable them to achieve these goals. This position as an Enterprise Support Advisor (ESA) is a client facing role within SAP Lifetime Customer Experience (LCX) – a global organization that guides customers to accomplish game-changing business outcomes through an outstanding next generation support experience that earns lifetime customer loyalty.
EXPECTATIONS AND TASKS
– As a customer advocate, the ESA is the customer’s primary point of contact responsible for orchestrating all support activity within SAP to deliver a superior customer experience
– Develop trusted relationships with key SAP and customer stakeholders
– Collaborate with customers to create goal-based engagement plans that focus on addressing business challenges & help achieve successful business outcomes
– Execute and track agreed engagement plan by leveraging relevant SAP tools, services, methodologies and best practices to drive customer success
– Empower customers to utilise SAP support features and services
– Instigate and manage processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption
– Some travel required – up to 30% on-site presence with customers
SKILLS AND COMPETENCIES
– You are customer orientated and focus on quality, as well as having skills to interact and collaborate with customer IT decision makers and LOB decision makers
– You communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required
– You have excellent English and Arabic (preferably) oral and written skills, additional languages are an advantage
– You have excellent interpersonal skills, with the ability to juggle multiple priorities, deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
– You understand IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or hybrid
– Knowledge of the SAP Enterprise Support and the included service offerings such as SAP ES Academy, SAP ES Value Maps and SAP Solution Manager is an advantage
EDUCATION AND WORK EXPERIENCE
– Graduate with a Bachelor or Honours Degree in IT / Computer Science / Physics / Mathematics / Engineering / Business with IT or equivalent preferred
– 2 years work experience with proven ability in a customer-facing role
– Project Management experience is an advantage
– Experience in working in global &/or virtual teams
– Experience and/or acumen of the following technologies and solutions is an advantage: Cloud; Databases; Server applications; Infrastructure architecture; Internet technologies; Web servers and web proxy servers experience; Enterprise software solutions; Business application software; IoT
– Experience with social media and content development is an advantage i.e. blog posts, videos, podcasts, infographics
– Proven record in managing issues, scope and quality while bringing areas of responsibility and tasks to successful completion within the time requirements
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.
Headquartered in Walldorf, Germany, SAP is the world’s largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.
Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.
As the global technology research unit of SAP, SAP Research significantly contributes to SAP’s product portfolio and extends SAP’s leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.
Source: Job Posting - gulftalent.com
