Customer Service Manager

2 weeks ago

Sydney, New South Wales, Australia SAP Fioneer Full time
:

As a Customer Service Manager, you are the trusted adviser to our customers and ensure customer satisfaction. You are working with the customer in safeguarding and optimization of their investments into SAP Fioneer services and support.

You will be diligent about ensuring quality services to satisfy customers need and resolving complex and critical situations throughout the customer lifecycle.

Key Responsibilities:

Primary Contact for the customer including point of escalation Understand the customer business, goals and challenges in order to guide resolution and provide quality support and services Ensure contractual obligations fulfillment with your customer including Service Level Agreements, customer satisfaction and process efficiency within service delivery Monitoring progress and availability service and support team, helping determine priorities, managing challenging customer situations Mange proactive delivery of service plan and reactive support requests Drives end-to-end customer engagement including commercial responsibilities (costs and profitability), customer expectations, customer reporting and invoicing Protect and grow engagement scope, identify cross and upsell opportunities

Requirements

Strong experience in support processes, compliance and project management, especially in supporting production environments Strong experience in stakeholder management at all levels delivering clear status on service delivery and efficiency Strong experience in SAP Banking environment including Cloud Delivery Models would be an advantage Confident and impactful communicator and manager of senior stakeholders, both written and verbal, able to clearly explain the program to non-technical and technical audiences Experience planning and coordinating technology resources balanced against operational needs Open minded, innovative thinker and adaptable to changes, enjoying working in agile environment

Skills:

Thought Leadership: ability to guide, inspire innovation, motivates others, shares knowledge, and drives an agreed goal based on their expertise and industry perspective Innovative Thinker: ability to generate new and original ideas and solutions that break away from traditional or established thinking patterns, taking a non-conventional approach to problem-solving and finding ways to manage complex issues Good communication and presentation skills: ability to clearly articulate topics and provide proper presentations to internal and external stakeholders Industry Knowledge: expertise knowledge in business processes, ideally in financial services Team player: ability to build strong relationship with follow team members.

Benefits

You will have the opportunity to collaborate with some of the brightest minds in the industry on an incredibly ambitious project to shape the ever-evolving financial sector. This is an environment where you can have it all - the agility, enthusiasm and dynamism of a start-up, combined with the established expertise, solid market presence and extensive customer network of a more established organisation.

At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and encourages you to think outside the box, bring new ideas to the table, and challenge the status quo. You will become part of a diverse and global team that we are proud of and are constantly growing and reinventing. As an employee, you will have the chance to chart your own career path and take advantage of a competitive compensation package and progression opportunities based on merit.

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