SAP Ariba - Engage Manager Job

Job Description

Requisition ID: 223881
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP Ariba is the leading provider of collaborative business commerce solutions. SAP Ariba combines industry-leading technology with the world's largest web-based trading community to help companies discover, connect, and collaborate with a global network of partners - all in a cloud-based environment. Using the Ariba Commerce Cloud, businesses of all sizes can buy, manage cash, and sell more efficiently and effectively. More than 500,000 companies around the globe use the Ariba Commerce Cloud to simplify inter-enterprise commerce and enhance results.

Job Description Overview

The Engage Manager’s primary function is to provide onboarding and quality support for the SAP Ariba Customer Support organization. The Engage Manager will be responsible for running Customer Support’s general onboarding program as well as completing quality evaluations and coaching sessions for individual Customer Support employees as assigned. This position is within the Customer Support Knowledge Center of Excellence.

Duties and Responsibilities

• Completes quality evaluations for assigned Customer Support employees in the quality program according to team processes
• Delivers feedback and coaching in Engagement sessions for assigned participants in the quality program
• Facilitates rewards and recognition program for assigned participants as defined by the quality program
• Facilitates the general onboarding content for new hires in Customer Support as assigned
• Takes ownership of assigned onboarding groups for new hires and ensures all components of onboarding are delivered effectively to give new hires the best possible experience
• Participates in other Customer Support improvement projects as assigned

Preferred Qualifications

• Exceptional written and verbal communication skills
• Comfortable working with individuals from diverse cultures, other SAP and SAP Ariba teams, external customers and partners
• Excellent time management and organizational skills
• Strong understanding of employee engagement drivers and initiative
• Proven ability to influence without direct authority
• Experience providing customer support is preferred
• Strong interpersonal and collaboration skills with an ability to self-manage and self-direct focus into meaningful work on a daily basis.
• Superior customer service skills with experience in handling difficult customer situations
• Experience in successfully mentoring new hires and current employees
• Full proficiency in Japanese language and business-level English required

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: [email protected] or [email protected] , APJ: [email protected] , EMEA: [email protected] ).

Successful candidates might be required to undergo a background verification with an external vendor.

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