Customer Success Strategist

3 weeks ago

Sydney, New South Wales, Australia SAP Fioneer Full time

SAP Fioneer is at the forefront of financial services innovation, harnessing agility and delivery to drive customer satisfaction.

As a Customer Service Manager, you will be instrumental in safeguarding and optimizing customer investments in SAP Fioneer services and support.

This role requires a trusted adviser who can ensure quality services meet customer needs and resolve complex situations throughout the customer lifecycle.

The key responsibilities include:

  • Primary contact for customers, including point of escalation
  • Understanding customer business goals and challenges to guide resolution and provide quality support
  • Fulfilling contractual obligations, including Service Level Agreements, customer satisfaction, and process efficiency
  • Monitoring service progress and availability, helping determine priorities and managing challenging customer situations
  • Manging proactive delivery of service plans and reactive support requests
  • Driving end-to-end customer engagement, including commercial responsibilities, customer expectations, reporting, and invoicing
  • Protecting and growing engagement scope, identifying cross-sell opportunities

You will have the opportunity to work with a global company that offers rapid growth, innovative people, and a lean organization. Our team is passionate about delivering cutting-edge solutions and driving the evolution of the financial sector.

We offer a competitive compensation package and progression opportunities based on merit. You will also benefit from a flexible work environment that encourages creativity and outside-the-box thinking.

This role is ideal for an experienced professional with strong skills in support processes, compliance, and project management. A background in SAP Banking environments and cloud delivery models is an advantage.

Key qualifications include:

  • Strong experience in stakeholder management at all levels
  • Experience in planning and coordinating technology resources
  • Ability to communicate effectively with senior stakeholders and technical audiences
  • Innovative thinking and adaptability in agile environments
  • Industry knowledge in business processes, ideally in financial services

Average salary for this position is around $85,000 per year, considering the company's location and industry standards.

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