SAP Customer Engagement Specialist role- Digital Touch Job in Mexico City, Mexico
Requisition ID: 152872
Work Area: Sales
Expected Travel: 0 - 20%
Career Status: Professional
Employment Type: Regular Full Time
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.
Key Areas of Responsibility and Tasks
The Customer Engagement Specialist has overall responsibility for the daily management of assigned SAP Cloud customer accounts in a digital touch mode . Manages handovers of digital touch customer engagements to high touch teams.
Establish of risk mitigation strategies via “digital touch” engagement.
Monitors and manage customer “tickets”, guides customers to the standard customer channels, e.g. provides recommendations on training, support channels, community, services etc.
Act as initial escalation point for cloud solutions for those accounts within their portfolio
Communicates with customers through digital channels (email, social)
Collaborates with Customer Engagement Campaign mgmt leads to address unique needs to scale, drive and improve customer adoption and engagement.
Works with Enterprise Support, and other crossfunctional teams to establish process for managing inbound customer requests.
Communication with internal stakeholders to identify potential or existing customer satisfaction issues.
Collaborates with predictive analytics teams and analyzes data to provide a comprehensive view of clients in a territory to SAP stakeholders.
Capture key customer feedback, document and share customer feedback with appropriate teams, provide recommendations/input to training, product development, support, sales to improve customer satisfaction
Actively participates in creation and contributes to a shared KM and communications platform.
Primary performance goals include
Responsible for success of “digital touch” customer engagement for a Line of Business(LoB) in a region.
Establishes digital customer engagement processes to drive adoption and retention and deployes them for an assigned LoB in a territory.
Participates in the deployment of a digital engagement technology platform to the team.
Contributes to Customer Engagement Campaigns with regional LoB requirements and knowledge.
Works with the predictive analytics team to assess regional and LoB risk and deploy proactive strategies to combat the identified risk.
Takes leadership or participates in one of the CLM stages to create materials for shared usage.
Establishes, tracks, and reports monthly on program KPIs to be shared with SAP stakeholders.
Collaborates with cross-functional teams to establish alignment around shared customer retention goals.
Experience Language Requirements
3 years industry experience preferred
Experience in Customer Service
Strong verbal and written communications skills
Positive customer service skills
Demonstrated success building effective engagement programs to customer base
Understanding of customer lifecycle/adoption journey
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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.