Requisition ID: 218057 Work Area: Customer Service and Support Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular 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. SAP Ariba is the leading provider of collaborative business commerce solutions. SAP Ariba combines industry-leading technology with the world's largest web-based trading community to help companies discover, connect, and collaborate with a global network of partners - all in a cloud-based environment. Using the Ariba Commerce Cloud, businesses of all sizes can buy, manage cash, and sell more efficiently and effectively. More than 500,000 companies around the globe use the Ariba Commerce Cloud to simplify inter-enterprise commerce and enhance results. Position Overview Critical Customer Engagement (CCE) is a team whose mission is to convert escalated customer situations from critical exceptions to normal business operations. The CCE team engages with the most valuable and visible SAP Ariba customers, often in critical and time sensitive situations. The DEA (De-Escalation Architect) must be able to manage and drive critical/at-risk situations within SAP Ariba, develop action plans and communicate with customers, partners and SAP Ariba teams. This means resolving important issues (technical/functional) for customers managed in the Critical Customer Engagement process. Roles and Responsibilities The primary responsibility of the De-Escalation Architect (DEA) is to own and diffuse critical customer situations by leveraging expert level product and technical knowledge coupled with superior communication and customer management skills. The De-Escalation Architect will represent SAP Ariba as a primary point of contact both owning and driving resolution for escalated high priority incidents. As the point of contact the De-Escalation Architect will engage with internal/external stakeholders and executives driving or owning actionable items. The De-Escalation Architect will be required to develop and maintain a close partnership with SAP Ariba Support Engineers, Solution Architects/Experts, Deployment, and SAP Ariba P&I (Engineering) resources to achieve desired outcomes for various customer-specific issues. Another important activity from the De-Escalation Architect (DEA) is to triage escalated issues via technical/cause analysis and provide impact assessment to unblock customers in critical situations. Conduct a thorough analysis of every escalation to gain valuable understanding of the situation and other fact-based conclusions. Direct customer communication to properly understand issues and translate reported symptoms into actual problems and root causes. Develop and execute on a repeatable framework for consistent engagement and outcomes. Set, manage, and deliver against expectations. Partner with SAP MCC/MCS processes for end to end support model. Align with Hybrid Deployment Room model for providing engagement models/best practices for Max Attention customers. Partnership with Architects/Experts to engage on complex technical or defect-related issues Role Requirement Bachelor’s degree with a technical discipline with minimum 8 years of technical work experience with SAP and/or SAP Ariba and experience in managing projects with cross-functional teams. Experience in a previous Support, Consulting, Engineering, or leadership role is important Strong communication skills and experience managing difficult situations. Must be detail-oriented and have ability to manage priorities and deadlines. High level of flexibility & availability required, could require working some weekend/holidays. Willingness to learn on a continuous basis. Ability to work with technical and business-oriented teams. Ability to work collaboratively with employees within department and across functions. Aptitude for understanding how SaaS solutions solve business problems. Ability to convey information clearly and provide analysis as needed to help customers make proper business decisions. 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 (Americas: Careers.NorthAmericasap.com or Careers.LatinAmericasap.com , APJ: Careers.APJsap.com , EMEA: Careerssap.com ). Successful candidates might be required to undergo a background verification with an external vendor. Additional Locations :
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