Customer Support Manager
vor 1 Woche
About the Role
We are seeking a highly skilled and experienced Customer Support Manager to join our team at SAP. As a key member of our customer support leadership team, you will be responsible for guiding, mentoring, and developing a team to ensure they meet their role expectations and deliver excellent service.
Key Responsibilities
- Lead transformative changes within the team by articulating the reasons behind these changes and demonstrating their relevance to team members.
- Prioritize the needs of the team and foster 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 Excellence
- 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.
Requirements
- 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.
- 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.
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