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Solution Support Engineering Manager
hace 2 meses
About the Role
SAP SE is seeking a highly skilled and experienced Support Team Manager to join our team. As a key member of our Support organization, you will be responsible for overseeing and managing the support operations, ensuring that customer issues are addressed efficiently and that the support team operates effectively.
Key Responsibilities
- Strategic Leadership
- Develop, coach, and mentor your direct team to understand and execute company strategy.
- Drive the Support transformation forward by making it relevant for your team.
- Build cross-functional relationships with Customer Success, Engineering, Product Success, and the broader Customer Services & Delivery (CS&D) organization.
- Operational Excellence
- Ensure achievement of both team Key Performance Indicators (KPIs), as well as overall TS - Procurement KPIs.
- Ensure compliance with all mandatory SAP and TS processes and training requirements.
- Follow up on low Support Interaction Survey (SIS) ratings within your product area and team.
- 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.
- Accountability
- Manage resources, ensuring business-critical and innovative results.
Requirements
- Proven experience in a similar role, with a strong track record of success.
- Excellent leadership and management skills, with the ability to motivate and develop a high-performing team.
- Strong communication and interpersonal skills, with the ability to build effective relationships with stakeholders.
- Ability to drive strategic initiatives and projects, with a focus on delivering business-critical results.
What We Offer
- A highly collaborative and caring team environment.
- A strong focus on learning and development, with opportunities for growth and advancement.
- A variety of benefit options, including [insert benefits].
