Customer Support Manager

We help the world run better
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. 

PURPOSE AND OBJECTIVES 
 
Our main goal is to provide exceptional, comprehensive assistance to our customers, focusing on their needs in Process & Journey Modelling, Governance, and Process Analysis & Mining.

Our team is the backbone of our commitment to enabling customers to effectively utilise our tools and solutions, thereby driving their business process improvement and
organisational success.  Our team's objective is to ensure that every customer interaction results in a positive experience. Through prompt problem resolution, insightful guidance, and continual enhancement of the
customer's journey, we aim to bridge gaps in understanding and usage of our platform. This pivotal role contributes to the successful adoption of our tools
in Process & Journey Modelling and Governance, as well as Process Analysis & Mining, fostering customer satisfaction and loyalty. 
 
 
What you’ll do

Strategic Responsibilities 
·You are responsible for guiding, mentoring, and developing a team to ensure they meet their role expectations and deliver excellent service. 
·Lead transformative changes within the team by articulating the reasons behind these changes and demonstrating their relevance to team members. 
·Prioritizing the needs of the team and fostering an environment of collaboration, empowerment, and growth. 
·Ensure efficient resource allocation within the currently responsible area. 
·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 and compliance 
·Lead strategic initiatives or projects successfully. 
·Run and enhance support coverage on a 24x7 basis 
·Build strategic partnerships with key decision-makers in customer & partner organizations. 
·Engage with the customer support leadership team 

Operational Responsibilities 
·Drive operational excellence for our teams
·Ensure process and SLA adherence 
·Monitor and analyze support metrics and Key Performance Indicators (KPIs). 
·Drive queue management improvement processes 
·Provide clear and timely feedback to your employees regarding their performance and development. 
·Conduct regular one-on-one meetings with the team, connecting and creating trust with them, and ensuring we have a safe environment 
·Closely collaborate with our Support QA, to enhance and improve our process landscape 
·Instill a customer-centric approach within the team and ensure equitable treatment of all customers, irrespective of their respective segments

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 to ensure delivery against strategy of the function or team 
·Ensure 24x7 support for smooth business operation
·Develop and be accountable for annual goals, set to follow the global strategy  
·Orchestrate the activities of your team, from daily operations to working on initiatives 

Communication 
·Encourage and develop the team to cooperate and to freely express their opinions 
·Formulate clear objectives, strategies, and work assignments
·Communicate pleasant and unpleasant messages in a timely and constructive manner to the team
·Listen openly and attentively to fully understand ideas and opinions within the team
·Prioritize the growth and well-being of the team, demonstrating a commitment to fostering a supportive and collaborative work environment. 
·Appreciate and recognize the team members' progress and success 
 
What you`ll bring
·5+ years of experience of leading a customer support team 
·Ideally, being  familiar with “Servant leadership” 
·Possesses robust experience in collaborating effectively with geographically dispersed, global teams 
·Excellent communication and interpersonal skills 
·Experience in working with customer success and development 
·Knowledge of process management  
·People-centric mindset Skills and Competencies 
·Strong organizational and time-management focus 
·Ability to prioritize tasks and manage multiple responsibilities
·Managing and resolving conflicts within the team 
·Proven ability to build meaningful relationships with various functions 
· Ability to manage customer escalations 
· Ability to drive engineer development plans 
·Always remain level-headed 
·Strong skills in communicating ideas/ feedback to upper management constructively 
·An unwavering passion for customer service, demonstrating an ardent dedication to understanding and addressing customer needs
 
#SAPBPICareers #businessprocessintelligence #signavio #bpi #LI-Hybrid #MultiSalesDE#ICC24

Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.  

We win with inclusion

SAP’s 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Requisition ID: 397388  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: Garching or St. Leon Rot   #LI-Hybrid
 

​