Customer Business Support Senior Specialist

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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

COMPANY DESCRIPTION

Purpose and Objectives:
To be a market leading cloud company, SAP has acknowledged the need to transform its business operating model. Customers are expecting an integrated engagement across all solutions and all stages of the customer value chain. Therefore, the Customer Business support team member will work with the Services Sales teams and internal commercial stakeholders to ensure a harmonized and integrated approach to all customer touch points across the quote to contract process - for the benefit of our customers.

Scope:
SAP is looking for a resource to join the Customer Business Support (CBS) team in LAC Region, to support and advice SAP Services Sales across NA (USA & Canada) region. As CBS team member you will have responsibilities to process and/or develop consulting related deals to services sales opportunities in existing SAP clients using SAP tools and processes by following Global, Regional, and local guidelines.

Contribute to revenue growth and profitability by processing profitable services sales deals in existing customers and achieve business targets.

Responsible for end-to-end deal process execution related to customer services opportunities.

Key Tasks:

- Works with a cross functional team processing relevant functions from portfolio and supporting sales, presales, solutioning and delivery operations, Legal, regional controlling, GFSS, and sales operations.
- Key touchpoint with internal finance groups: Controllers, Project Controllers, Sales Operations, Commercial Business Partners and Education colleagues to ensure compliance, data clarity, contract, and revenue safeguarding. Advice and/or Assist with Services Order Forms compliance, approval processing and with all Finance and Legal requirements.
- Works with the Services Account Executive (SAE) within the customer account, support the overall relationship between the customer, the partners and SAP to ensure all opportunities are maximized and sales bids are successful. Act as trusted advisor to sales and delivery and be the expert with SAP Services Sales tools and processes related to Opportunities, Pricing, Quotations and Order Forms.
- Seek continuous improvement to simplify process and to resolve conflicts in the internal contractual, business, and legal process by using SAP internal tools like 1CSW, CRM and others
- Assist with a variety of special projects targeting the construction of foundation segments for evolving pilot programs.
- Process customer service requests for selling services small deals and completing the required paperwork.
- Comply with operational procedures e.g., for sales, delivery, financial and legal requirements according to each Americas’ country.

Education Qualifications / Skills and Competencies:

- Bachelor equivalent: minimum requirement
- Master equivalent: optional
- 3+ years of experience in enterprise software, service or maintenance sales or delivery
- 3+ years of experience related to services delivery and/or SAP services operations - Backoffice support roles.
- Consistent demonstrated history of successful customer focus support either through direct engagement in sales process or in a support role from delivery
- Possess strong sense of teamwork, integrity, self-motivation, positive attitude, and creativity.
- Able to rapidly absorb new facts and techniques.
- Motivated to exceed the needs of customers despite internal and external obstacles.
- Languages: Fluent in English (Speaking/Writing) is mandatory.
- Ability to work with Office software like MS-Office tools and ideal to have experience with SAP CRM and/or Harmony/CPQ
- Ability in working with a virtual team and comfortable working across different cultures.
- Ability to “Think out of the box”
- “Customer service” oriented and comfortable working in complex situations
- Enjoys detail-oriented tasks.
- Good communication and networking skills
- The mindset to keep active & makes things happen.

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