Customer Service Director

3 days ago

Sydney, New South Wales, Australia SAP Fioneer Full time
Lead Customer Support at SAP Fioneer

SAP Fioneer is a global company with rapid growth, innovative people, and a lean organization. We bring financial services to the next level with innovative software solutions and platforms.

We are seeking a skilled Customer Service Manager to join our team. As a trusted adviser to our customers, you will ensure customer satisfaction by safeguarding and optimizing their investments into SAP Fioneer services and support.

About the Role:
  • You will be the primary contact for customers, including point of escalation.
  • Understand customer business goals and challenges to guide resolution and provide quality support and services.
  • Ensure contractual obligations fulfillment, including Service Level Agreements, customer satisfaction, and process efficiency within service delivery.
  • Maintain progress and availability of service and support teams, helping determine priorities and managing challenging customer situations.
  • Deliver proactive service plans and reactive support requests.
  • Drive end-to-end customer engagement, including commercial responsibilities, customer expectations, reporting, and invoicing.

Key Skills and Qualifications:

  • Strong experience in support processes, compliance, and project management, especially in production environments.
  • Effective stakeholder management at all levels, delivering clear status on service delivery and efficiency.
  • Knowledge of SAP Banking environment, including Cloud Delivery Models, is an advantage.
  • Excellent communication and presentation skills, with ability to explain programs to non-technical and technical audiences.
  • Experience planning and coordinating technology resources against operational needs.
  • Able to think innovatively and adapt to changes, working effectively in agile environments.

Benefits and Growth Opportunities:

  • You will collaborate with top industry professionals on an ambitious project shaping the financial sector.
  • Our flexible work environment encourages creativity and innovation, with opportunities to chart your own career path.
  • Competitive compensation package and progression opportunities based on merit.

Salary Estimate: $85,000 - $110,000 per annum, depending on location and experience.

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