Global Customer Experience Director
Vor 5 Tagen
About the Role
This is a leadership position that requires a seasoned professional with a proven track record of guiding and developing high-performing teams. As a Customer Support Manager at SAP, you will be responsible for leading a team of customer support professionals who are dedicated to delivering exceptional service to our customers.
Key Responsibilities
- Lead a team of customer support professionals to ensure they meet their role expectations and deliver excellent service.
- Develop and implement strategies to drive operational excellence and process improvement within the team.
- Collaborate with cross-functional teams to ensure seamless support coverage and effective issue resolution.
- Monitor and analyze support metrics and Key Performance Indicators (KPIs) to identify areas for improvement.
- Provide clear and timely feedback to team members regarding their performance and development.
- Conduct regular one-on-one meetings with team members to connect and create trust, and ensure a safe and inclusive work environment.
- Closely collaborate with 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.
Requirements
- 5+ years of experience leading a customer support team.
- Strong organizational and time-management focus.
- Ability to prioritize tasks and manage multiple responsibilities.
- Proven ability to build meaningful relationships with various functions.
- Ability to manage customer escalations.
- Ability to drive engineer development plans.
- 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.
About SAP
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.
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