Solution Support Engineering Manager

at  SAP

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.
The Support Team Manager (STM) is responsible for overseeing and managing the support operations. They manage a team of support engineers responsible for providing assistance to customers. This role is crucial in ensuring that customer issues are addressed efficiently and that the support team operates effectively. This role involves a combination of operations, people management, and leadership skills.

· Ensure achievement of both team Key Performance Indicators (KPIs), as well as overall TS - Procurement KPIs · Ensure compliance with all mandatory SAP and TS processes and training requirements

• Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members
• Follow up on low Support Interaction Survey (SIS) ratings within your product area and team
• Conduct regular performance evaluations for team members and implement performance improvement plans when necessar

WHAT YOU’LL DO

Strategic Responsibilities

· Develop, coach, and mentor your direct team and empower them to understand and execute company strategy · Be a change leader and drive the Support transformation forward by making it relevant for your team

• Build cross-functional relationships with Customer Success, Engineering, Product Success, and the broader Customer Services & Delivery (CS&D) organization
• Drive proactive, harmonized maintenance and sustenance across CS&D strategy
• Take over appropriate responsibility for customer issues, concerns, and complaints, and drive them to resolution
• Able to position complex CS&D initiatives beyond own area of responsibility and can resolve escalations
• Ensure efficient resource allocation within the currently responsible area
• Encourage appropriate risk-taking in team members in the pursuit of innovation
• Advise on established processes and tools and monitor that they are reviewed regularly for improvement potential and compliance with relevant standards, such as ISO certifications
• Lead strategic initiatives or projects successfully. Have a significant impact on the success of the broader team.
• Engage with the Support Center Network (SCN) Leadership team and STM peers
• Build strategic partnerships with key decision-makers in customer & partner organizations

Operational Responsibilities

· Ensure achievement of both team Key Performance Indicators (KPIs), as well as overall TS - Procurement KPIs · Ensure compliance with all mandatory SAP and TS processes and training requirements

• Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members
• Follow up on low Support Interaction Survey (SIS) ratings within your product area and team
• Conduct regular performance evaluations for team members and implement performance improvement plans when necessary

Customer Centricity

· Provide end-users and customers with a technology-driven, industry-leading support experience · Foster a culture of inclusion and leadership accountability

• Build a positive and collaborative employee experience that delivers customer success
• Define and drive operational excellence

Accountability

· Manage resources, ensuring business-critical and innovative results · Build action plans and make operational decisions on policies, tactics, and resources critical to the function’s business success to ensure delivery against strategy of the function or team

• Be accountable for annual goals established for the team or department
• Direct the activities of a team or department of professionals and support staff
• Engage in performance management

Communication

· Represent SAP to customers/partners · Encourage and develop the team to cooperate and to freely express their opinions and formulate clear objectives, strategies, and assignments

• Lead with empathy

· 7+ years’ professional experience, including 3+ years’ experience in customer support relevant roles · Previous experience in a support role, preferably with experience in a supervisory or managerial capacity

• Familiarity with customer support tools and technologies
• Excellent communication and interpersonal skills
• Strong experience in managing global teams to deliver customer outcomes and experiences
• Experience in working with senior management
• Experience in working with engineering and development is preferred
• Experience in handling customer issues and understanding the impact of the issues on the customer’s business
• Customer-centric mindset with a commitment to delivering exceptional support
• Demonstrates all management responsibilities: create the future; build a team; develop people; manage performance
• Proven ability to execute against a business strategy
• Managing and resolving conflicts within the team
• Agile, with strong change management skills
• Innovative thinking, experience in continuous improvement methodology
• Ability to manage customer escalation