SAP NS2 Customer Success Manager-Virtual-19073 Job

Job Description

Requisition ID: 267123
Work Area: Software-Design and Development
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T4PF
Hiring Manager: Maureen O'Dea

Recruiter Name: Kathy Thompson

SAP NS2 Customer Success Manager-Virtual-19073

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Eastern Time zone preferred

Must be a U.S. Person; NS2 does not offer Visa sponsorships for this role

All internals must have manager’s approval to transfer

POSITION SUMMARY

The Customer Success Manager is a client-facing role, delivering ongoing support and guidance around business 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. This position is within the NS2 Secure Support team. The objective of this organization is to strengthen NS2’s trusted partnership with targeted customers and provide value realization.

EXPECTATIONS AND TASKS

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation. You delight in exceeding customer expectations.

Key tasks include but are not limited to the following:

• Leverage NS2 tools, services, methodologies and best practices to ensure customers’ success
• Understand and explain features and benefits of the product line as it relates to customer needs
• Build trusted relationships with customer’s senior/strategic management, business and IT
• Develop a regular cadence with the customer ensuring open lines of communication
• Devise engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features
• Understand the customer’s 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.
• Act as a de-escalation Liaison during Production Down or Go-Live situations collaborating with Frontline Support or the Operation Support Services, the customer, and any other stakeholders involved
• Work with NS2 Operations, Project Managers, and Security Teams, when needed
• Facilitate successful on-boarding of Net New customers
• Drive retention and renewals by delivering valued and high-quality customer engagements
• Ensure that specific contractual deliverables are met
• Participation &/or leading strategic projects

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Ability to communicate and present effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Project Management experience is an advantage
• Graduate with a bachelor or master’s degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent preferred

WORK EXPERIENCE

• 2-3+ years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level
• Experience working in global / virtual teams is an advantage
• Experience and/or acumen of the following technologies and solutions strongly preferred:
  Cloud, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software (specifically HCM knowledge would be beneficial for this role)
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.

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 interested in applying for employment with SAP and 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: C [email protected] ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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