Client Engagement Manager

2 weeks ago

Sydney, New South Wales, Australia SAP Fioneer Full time

Position Overview: As a Customer Service Manager at SAP Fioneer, you will serve as a vital resource for our clients, ensuring their satisfaction and success. Your role will involve collaborating with customers to protect and enhance their investments in our services and support.

Key Responsibilities:

  • Act as the primary liaison for clients, including handling escalations.
  • Gain a deep understanding of client objectives and challenges to facilitate effective resolutions and deliver high-quality support.
  • Ensure compliance with contractual obligations, including Service Level Agreements, while enhancing customer satisfaction and process efficiency.
  • Oversee the performance and availability of service and support teams, prioritizing tasks and managing complex client situations.
  • Manage both proactive service delivery and reactive support requests.
  • Drive comprehensive customer engagement, encompassing commercial aspects such as costs, profitability, client expectations, reporting, and invoicing.
  • Identify opportunities for expanding engagement scope through cross-selling and upselling.

Qualifications:

  • Extensive experience in support processes, compliance, and project management, particularly in production environments.
  • Proven ability in stakeholder management at all levels, providing clear updates on service delivery and efficiency.
  • Familiarity with the SAP Banking environment, including Cloud Delivery Models, is advantageous.
  • Effective communicator with the ability to engage senior stakeholders, conveying complex information to both technical and non-technical audiences.
  • Experience in planning and coordinating technology resources in alignment with operational requirements.
  • Innovative and adaptable thinker, thriving in agile work settings.

Skills:

  • Thought Leadership: Ability to inspire innovation, motivate teams, and share knowledge to achieve common goals.
  • Innovative Problem-Solving: Capacity to develop original solutions that challenge conventional thinking and address complex issues.
  • Communication and Presentation: Proficient in articulating ideas clearly and delivering impactful presentations to stakeholders.
  • Industry Expertise: In-depth knowledge of business processes, particularly within financial services.
  • Team Collaboration: Strong relationship-building skills with team members.

Benefits:

Joining SAP Fioneer offers the chance to work alongside some of the industry's most talented professionals on ambitious projects that shape the financial sector. You will experience a dynamic work environment that combines the agility of a start-up with the stability and expertise of an established organization.

We promote a flexible work culture that fosters creativity and encourages you to think innovatively, challenge norms, and contribute new ideas. As part of our diverse and expanding global team, you will have the opportunity to define your career trajectory while enjoying a competitive compensation package and advancement opportunities based on performance.

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