Innovation is and will always be the core to SAP Fioneer, and it is the promise of why we were spun out of SAP: agility, innovation, and delivery.
SAP Fioneer builds on a heritage of outstanding technology and a deep understanding of corporate and consumer demands. At the heart of it all it is simple: We bring financial services to the next level with innovative software solutions and platforms.
We are helping companies in the financial services industry to achieve speed, scalability, and cost-efficiency through digital business innovation, cloud technology, and solutions that cover banking and insurance processes end-to-end.
A global company, with rapid growth, innovative people, and a lean organization makes SAP Fioneer a place where you accelerate your future!
About the Role: As a Customer Service Manager, you are the trusted adviser to our customers and ensure customer satisfaction. You are working with the customer in safeguarding and optimization of their investments into SAP Fioneer services and support.
You will be diligent about ensuring quality services to satisfy customers' needs and resolving complex and critical situations throughout the customer lifecycle.
Key Responsibilities: Primary Contact for the customer including point of escalationUnderstand the customer business, goals and challenges in order to guide resolution and provide quality support and servicesEnsure contractual obligations fulfillment with your customer including Service Level Agreements, customer satisfaction and process efficiency within service deliveryMonitoring progress and availability service and support team, helping determine priorities, managing challenging customer situationsManage proactive delivery of service plan and reactive support requestsDrives end-to-end customer engagement including commercial responsibilities (costs and profitability), customer expectations, customer reporting and invoicingProtect and grow engagement scope, identify cross and upsell opportunitiesMinimum Requirements: Strong experience in support processes, compliance and project management, especially in supporting production environmentsStrong experience in stakeholder management at all levels delivering clear status on service delivery and efficiencyStrong experience in SAP Banking environment including Cloud Delivery Models would be an advantageConfident and impactful communicator and manager of senior stakeholders, both written and verbal, able to clearly explain the program to non-technical and technical audiencesExperience planning and coordinating technology resources balanced against operational needsOpen minded, innovative thinker and adaptable to changes, enjoying working in agile environmentSkills: Thought Leadership: ability to guide, inspire innovation, motivates others, shares knowledge, and drives an agreed goal based on their expertise and industry perspectiveInnovative Thinker: ability to generate new and original ideas and solutions that break away from traditional or established thinking patterns, taking a non-conventional approach to problem-solving and finding ways to manage complex issuesGood communication and presentation skills: ability to clearly articulate topics and provide proper presentations to internal and external stakeholdersIndustry Knowledge: expertise knowledge in business processes, ideally in financial servicesTeam player: ability to build strong relationships with fellow team members.You will have the opportunity to collaborate with some of the brightest minds in the industry on an incredibly ambitious project to shape the ever-evolving financial sector. This is an environment where you can have it all - the agility, enthusiasm and dynamism of a start-up, combined with the established expertise, solid market presence and extensive customer network of a more established organisation.
At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and encourages you to think outside the box, bring new ideas to the table, and challenge the status quo. You will become part of a diverse and global team that we are proud of and are constantly growing and reinventing. As an employee, you will have the chance to chart your own career path and take advantage of a competitive compensation package and progression opportunities based on merit.
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