Customer Support Manager

vor 3 Wochen

Berlin, Berlin, Deutschland SAP Vollzeit

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 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.

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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