Customer Support Manager

vor 2 Wochen

Berlin, Berlin, Deutschland SAP Vollzeit

Job Summary

SAP is seeking a highly skilled Customer Support Manager to lead our global support team. As a key member of our organization, 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.

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. 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.

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