Platinum Customer Success Manager Job, Manila in Manila, National Capital Region

Requisition ID: 65080Work Area: AdministrationExpected Travel: 0 : 20Career Status: ProfessionalEmployment Type: Regular Full TimeCOMPANY DESCRIPTIONAs market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operateprofitably, adapt continuously, and grow Platinum Customer Success Manager role is a client:facing resource for enterprise:level accounts delivering support account management to the customer AFTER the sales cycle has completed. The role encompasses ongoing support/guidance, business strategy and transformation advice, and overall account portfolio management and oversight. As a customer advocate, the Customer Support Manager is the client's Primary Point of Contact responsible for orchestrating all support activity within SuccessFactors to deliver a superior client experience. This role focuses on ongoing relationship:building and proactive account management activities, promoting overall customer satisfaction, product adoption and renewals. The role manages diverse, high profile and/or key es and Responsibilities:Account Management skills are CRITICAL to this role:* Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.* Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.* Engage cross:functional resources both internally and with customer organizations to solve problems.* Effectively manage time, workload and shifting priorities.* Monitor quality of work and identify opportunities for continual improvement.* Communicate effectively with customers both verbally and in writing.* Seek outand embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up:to:date and turn mistakes into learning opportunities.* Understand and explain features and benefits of the product line as it relates to customer needs.* Meet customer expectations by anticipating and resolving their issues.* Monitor customer interaction workspaces for customer feedback and opportunities for response.* Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.* Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.* Document issues in a CRM system and defects in bug:tracking tool.* Collaborate with internal technical teams by providing important customer feedback, process:improvement suggestions, troubleshooting tips and other actions that kaizen our product.* Facilitate weekly account reviews; prepare customers for quarterly feature reviews, and business reviews.*MUST be a team player, including Coaching/Mentoring : new hires or other team ledge, skills and abilities:You have a proven track record in successful account management. You are a proactive learner and creative problem solver who enjoys being in a fast:paced environment, and who enjoys interactions that lead to ultimate customer success and satisfaction. You have strong project and task:management skills, experience with networked enterprise information systems and have supported business applications. You focus on details, particularly with communication, follow:up and documentation. You delight in exceeding customer ifications:This position requires the use and understanding of the following technologies:* Understanding of enterprise software solutions or bus
Location
Manila
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