Posted: Wednesday, February 7, 2018 3:32 PM
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
SAP Ariba, is the global leader in business commerce networks, supporting more than 450 billion dollars in yearly trade between over 1 million connected companies. SAP Ariba is transforming the way the world conducts business and is poised for strong continued growth with its innovation around the commerce graph. Every day, we help companies big and small collaborate with trading partners to manage spend, cut costs, reduce risk, and grow revenue. This collaboration is enabled through the Ariba Network, a cloud:based community where companies find buying, selling, and managing cash to be as easy as using Amazon, eBay, and PayPal; Ariba Exchange, a free online place where business commerce professionals network and share information and best practices, just like friends on Facebook; and the Networked Economy Blog, where we share best practices and thought leadership on procurement and financial management topics with companies across the globe.
The Preferred Care support program provides SAP Ariba customers with support expertise and collaboration tools that support and enable customers to achieve success with the SAP Ariba applications. The goal of this program is to strengthen SAP Aribas trusted partnership with targeted customers and provide support for value realization, resulting in increased customer satisfaction, contract retention, and renewals. It is the role of the Customer Success Manager to drive and build these customer relationships via the tasks outlined below.
EXPECTATIONS AND TASKS
Customer Success Manager is a client:facing role, delivering ongoing support and guidance around application support strategy and transformation topics after the sales cycle has completed. The role focuses on relationship:building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals. The role manages diverse, high profile and/or key accounts.
Key tasks include but are not limited to the following:
:Leverage SAP Ariba tools, services, methodologies and best practices to support successful implementation.
:Leverage SAP Ariba tools, services, methodologies and best practices to ensure that the customers SAP Ariba solution runs with optimal level of performance, stability, and data consistency.
:Understand and explain features and benefits of the product line as it relates to customer needs.
:Build trusted relationships with customers senior/strategic management, business, and IT teams to deliver the SAP Ariba Enterprise Support portfolio in alignment with the SAP Ariba Enterprise Support and Preferred Care charter.
:Devise support engagement plans that consider customers business challenges/goals and map solutions for these to the appropriate program features. For example:
:Challenges arising from integration and transition between Cloud and On:Premise.
:Empowering customers to utilize appropriate services in order to meet their SAP Ariba operational goals.
:Understand the customers technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.
:Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In Production Down or Go Live endangered situations, act as De:escal
• Location: Pittsburgh
• Post ID: 62268937 pittsburgh