What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

PURPOSE AND OBJECTIVES
The Customer Engagement Support Center (CES) is responsible for delivering a seamless, holistic, and best-of-all-worlds customer engagement support to customer-facing functions in CE&X and beyond and plays a key role in fortifying the post-sales customer life cycle. 
The support is designed to positively impact our customers’ experience and will cover a broad range of customer-facing roles, engagement types, and customer segments along the entire customer-contract life cycle. The approach is to offer scalable, simplified and unified practices, leveraging the best methodologies and tools of all existing customer engagement support models. CES provides ONE simple, consistent and proactive support model using harmonized processes and tools for all types of customer engagements, cross LoBs with one defined set of KPIs and the ability to scale.
 
The Customer Engagement Support Center Operations Role is responsible to deliver on any initiatives/activities assigned to them by their regional or global CES leadership. This is an internal role that helps support colleagues in customer facing positions. Successful candidates will have the opportunity to develop their engagement skills, business etiquette, and SAP customer and product knowledge; enabling possible transition into customer facing roles.
The role will involve engagement with global leadership, their local CES team as well as an ongoing rotation of colleagues within the cloud support organization to help ensure the overall success of customer engagement and support experiences. CES Operations aid in the increased adoption and retention of Cloud subscriptions by helping CES team members promote successful customer engagements and support best practices.
 
EXPECTATIONS AND TASKS
Key tasks include, but are not limited to, the following:

• Manage and review incoming CES requests in a timely manner, ensuring excellent levels of service by gathering and providing the information needed for the CES to take appropriate next actions
• Filter requests for critical situations that require immediate action
• Schedule and participate in engagement support sessions with the assigned architects to better learn our customers’ business goals and to also better understand our internal customer success practices
• Generate the meeting minutes for Engagement Sessions, ensuring correct assignment of action items
• Maintain data and reporting systems and monitor progress of action plans for continuous engagement and customer/team involvement
• Actively contribute in the collection and management of metrics required by the CES leadership
• Update as requested appropriate CES content to JAM for the consumption of the CES team and its stakeholders

WORK EXPERIENCE

• Previous work experience will be a plus

Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Limited Full Time

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Bachelor’s Degree or equivalent in IT, Business (or related)
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access)
• Strong writing and listening skills
• Strong communication skills
• Excellent attention to detail
• Knowledge in or ability to learn ERP, CRM, and other SAP systems
• Willing to learn and self-driven individual
• Work well with deadlines and have ability to multi-task
• Proven ability to maintain confidentiality
• English: Level 3: Fluent

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.