Beschreibung
Requisition ID: 199959
Work Area: Customer Service and Support
Location: Munich
Expected Travel: 0 - 10%
Career Status: Student
Employment Type: Limited Full Time
COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.
PURPOSE AND OBJECTIVES
The Technical Account Manager (TAM) manages the Premier services relationship and plays a pivotal role in ensuring that Customer Experience is considered and viewed as a key technology partner in the successful operation of the customers IT environment. Help position Customer Experience favorably when technology decisions are made by customers for future needs.
The Technical Account Manager is a positive advocate for both the customer and Customer Experience and will be a professional representative at all times in this Operational role.
The Technical Account Manager must be capable of working in a team environment with other technical leaders, engineering staff, and customers to solve strategic customer issues. Drive customer satisfaction by proactively establishing regular communications with target customers, answer customer inquiries, provide updates on critical issues and special project management activities.
Technical Account Management teams are spread globally (Germany, Poland, Canada, US, Australia, China) to ensure 24/7 coverage for customer business.
Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager's agreement.
EXPECTATIONS AND TASKS
. Manage, escalate and drive satisfactory resolution of customers' technical support, service and infrastructure issues.
. Proactively and reactively interface with customers on-site in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day-to-day operation of Customer Experience Cloud Services.
. Proactively monitor technical issues pertaining to Customer Experience Cloud Services and make recommendations to reduce the risk/impact of similar future problems.
. Develop and maintain strong working relationships with Service Readiness, Support Engineers, Product Groups and other technical resources.
. Maintain and expand working knowledge of current and pre-released Customer Experience systems and products, as well as their integration and methods of support delivery.
. Maintain current on industry issues and competitive products.
. Lead in sharing of best practices with team members to contribute and enhance the quality and efficiency of customer support.
. Analyze customer environment data and trends and assist team in preparing recommendations.
. Maintain customer documentation up to date, support knowledge sharing activities.
. Report on customer health and actions being taken.
EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES
Required skills
. Student of Computer Science, Software Engineering or Management
. Strong analytical, problem solving and organizational skills
. Solution-oriented hands-on and service attitude
. Ability to work independently and in a team
. Self-motivation, responsibility, willingness to learn.
. Strong multitasking abilities and quick decision-making skills.
. Excellent written and spoken English, knowledge of any other language is considered an asset
Preferred skills
. ITIL Certification(s) or Technology Certification(s) are considered an asset.
. Knowledge of the following is advantageous (Linux, Windows, Java, Database systems, Apache) as well as Project Management experience.
Your set of application documents should contain a cover letter, a resume in table form, school leaving certificates, certificate of enrollment, current university transcript of records, copies of any academic degrees already earned, and if available, references from former employers (including internships). Please describe as well your experience and skills in foreign languages and computer programs/programming languages.
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (see below)
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations: