Customer Engagement Support Associate – Melbourne

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    17 hours ago
  • Category:

**What we offer**

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!


Within Customer Engagement & Experience we drive world-class customer experience and business outcomes by passionately championing the success of our customer. We inspire and empower people to lead, orchestrate, and deliver sustainable customer value.

In Customer Engagement Support (CES) we deliver centralized and integrated support to customer-facing roles in CE&X and beyond, covering all customer segments and engagement models. We do this by delivering scalable and simplified on-demand services for customer-facing roles, proactively monitoring quality and providing life-cycle management, acting as experts, partners, and coaches for community moderation and expertise, and supporting strategic improvement initiatives.

Our support is designed to positively impact our customers experience and will cover a broad range of post-sales customer-facing roles engagement types, and customer segments along the entire customer contract life cycle. By pro-actively monitoring our customer engagements we ensure in-time expert knowledge and guidance, acting as experts, partners, and coaches for all CE&X customer-facing roles to help them unleash the full engagement potential. We offer scalable, simplified, and unified practices, leveraging the best methodologies and tools of all existing customer engagement support models.

We partner with customer-facing roles deliver outcomes for **customer success** end-to-end. Our expected outcomes are **value-based customer engagements,** acceleration of adoption and consumption to safeguard **customer renewals** .

**Expectations & Tasks**

Key tasks include, but are not limited to, the following:

+ The Customer Engagement Support Associates primary function is to provide support on Engagement delivery/topics and Strategic Initiatives to customer facing post-sales roles.

+ Associates will actively address engagement issues/risks, engage with customer facing post-sales roles to discuss customer situations and contribute to a 360 customer assessment service.

+ Deliver CES internal services and support for customer facing post-sales roles.

+ Provide exceptional service by swiftly understanding customer situations/issues/risks based on business impact.

+ Support and drive appropriate action plans to completion and provide timely updates and knowledgeable answers in a positive and fair manner.

+ Develop strong working relationships/networks with cross-functional teams within SAP

+ Deliver with a customer first/ONE SAP mindset

+ Actively contribute to the collection and management of metrics required by the CES leadership

+ Support internally with Tools, Processes, KPIs, Metrics, Reporting, Dashboards, development, and roll out

**Skills / Competencies**

+ Solid familiarity with Microsoft Office tools, including Excel and PowerPoint.

+ Capability to work in a team and collaborate effectively

+ Strong multi-tasking and organizational skills, with excellent attention to detail

+ Flexible and adaptable to changing priorities/complexities

+ Willingness to learn.

+ Ability to take ownership and be adaptable.

+ Analytical competencies and a capacity to communicate clearly verbal and written

+ Calm under pressure and respectful of others ideas and opinions

+ Customer mindset

+ Business Fluency in English required

**Work Experience**

+ SAP business process expertise

+ Project management skills

+ Understanding of SAP Solutions and Technology preferred

+ Understanding of SAP organization and service strategy and portfolio

+ Knowledge of SAP Premium Engagements or Enterprise Support preferred

+ Knowledge of SAP Cloud solutions preferred

**Educational Requirements**

Bachelors degree or equivalent, in Information Technology and/or Business

**We are SAP**

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

**Our inclusion promise**

SAPs culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: [email protected] or [email protected] , APJ: [email protected] , EMEA: [email protected] .

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID:300878| Work Area: Consulting and Professional Services| Expected Travel: 0 – 10%| Career Status: Graduate| Employment Type: Regular Full Time| Additional Locations: