NS2 Customer Success Specialist

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

SAP NS2 Customer Success Specialist

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager's approval to transfer.

POSITION SUMMARY

The Customer Success Manager is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals.

EXPECTATIONS AND TASKS

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up, and documentation. You delight in exceeding customer expectations.

Key tasks include but are not limited to the following:

• Facilitate successful on-boarding of Net New and new product customers
• Review entitlement sets and ensure provisioning of entitled products to customers per contract and Cloud Fulfillment systems.
• Leverage NS2 tools, services, methodologies, and best practices to ensure customers' success
• Understand and explain features and benefits of the product line as it relates to customer needs
• Build trusted relationships with internal stakeholders within Operations, Product Strategy, Support, and Account Management
• Coordinate regular cadence with key Account Management staff to support customers and ensure open lines of communication
• Learn and review appropriate solution and product features to help fully understand system usage and potential issues with product implementation for customers across various product sets.
• Understand the product technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.
• Assist and participate in processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption.
• Provide support to de-escalation Liaisons during Production Down or Go-Live situations collaborating with Frontline Support or the Operation Support Services, the customer, and any other stakeholders involved
• Work with NS2 Operations, Support, Project Managers, and Security Teams, when needed
• Ensure that specific contractual deliverables are met
• Participation &/or leading strategic projects

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Ability to communicate and present effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Project Management experience is an advantage
• Graduate with a bachelor or master's degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent preferred

WORK EXPERIENCE

• 2-3+ years' working experience with proven ability in a customer-facing role to work with customers on project and senior management level
• Experience working in global / virtual teams is an advantage
• Experience and/or acumen of the following technologies and solutions:
  
  SAP Cloud Solutions, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: | Work Area:Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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