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Solution Support Engineering Manager
hace 2 meses
About the Role
The Technical Support Engineering Manager will oversee and manage the technical support operations for SAP's Intelligent Spend and Business Network (ISBN) product areas. This role is crucial in ensuring that customer issues are addressed efficiently and that the support team operates effectively.
Key Responsibilities
- Develop, coach, and mentor a team of technical support engineers to understand and execute company strategy
- Drive the technical support transformation forward by building cross-functional relationships with Customer Success, Engineering, Product Success, and the broader Customer Services & Delivery (CS&D) organization
- Ensure efficient resource allocation within the currently responsible area and encourage appropriate risk-taking in team members in the pursuit of innovation
- Advise on established processes and tools and monitor that they are reviewed regularly for improvement potential
- Lead strategic initiatives or projects successfully and engage with the Support Center Network (SCN) Leadership team and STM peers
- Build strategic partnerships with key decision-makers in customer & partner organizations
Operational Responsibilities
- Ensure achievement of both team Key Performance Indicators (KPIs) and overall TS - Procurement KPIs
- Ensure compliance with all mandatory SAP and TS processes and training requirements
- Ensure development plans are documented in SuccessFactors and regularly reviewed with team members
- Follow up on low Support Interaction Survey (SIS) ratings and conduct regular performance evaluations for team members
Customer Centricity
- Provide end-users and customers with a technology-driven, industry-leading support experience
- Foster a culture of inclusion and leadership accountability
- Build a positive and collaborative employee experience that delivers customer success
- Define and drive operational excellence
Accountability
- Manage resources, ensuring business-critical and innovative results
- Build action plans and make operational decisions on policies, tactics, and resources critical to the function's business success
- Be accountable for annual goals established for the team or department
- Direct the activities of a team or department of professionals and support staff
- Engage in performance management
Communication
- Represent SAP to customers/partners
- Encourage and develop the team to cooperate and to freely express their opinions and formulate clear objectives, strategies, and assignments
- Lead with empathy
Requirements
- 7+ years' professional experience, including 3+ years' experience in customer support relevant roles
- Previous experience in a support role, preferably with experience in a supervisory or managerial capacity
- Familiarity with customer support tools and technologies
- Excellent communication and interpersonal skills
- Strong experience in managing global teams to deliver customer outcomes
- Experience in working with senior management
- Customer-centric mindset with a commitment to delivering exceptional support
- Proven ability to execute against a business strategy
- Agile, with strong change management skills
- Ability to manage customer escalations
