Customer Service Director

1 month ago

Sydney, New South Wales, Australia SAP Fioneer Full time

About the Role:

As a Customer Service Manager at SAP Fioneer, you will be the trusted adviser to our customers, ensuring customer satisfaction and safeguarding their investments in our services and support.

You will work closely with customers to understand their business goals and challenges, providing quality support and services to resolve complex and critical situations throughout the customer lifecycle.

Key Responsibilities:

  • Primary contact for the customer, including point of escalation
  • Understand customer business, goals, and challenges to guide resolution and provide quality support and services
  • Ensure contractual obligations fulfillment with customers, including Service Level Agreements, customer satisfaction, and process efficiency within service delivery
  • Monitor progress and availability of service and support teams, helping determine priorities and managing challenging customer situations
  • Manage proactive delivery of service plans and reactive support requests
  • Drive end-to-end customer engagement, including commercial responsibilities, customer expectations, customer reporting, and invoicing
  • Protect and grow engagement scope, identifying 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 environments

Skills:

  • Thought Leadership: ability to guide, inspire innovation, motivate others, share knowledge, and drive an agreed goal based on 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 relationships with fellow 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 organization.

At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and innovation, allowing 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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