Strategic Initiatives Specialist, SAP ECS - Private Cloud Customer Center At SAP, we enable you to bring out your best.
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Summary & Role Information:The charter of the Customer Engagement Center is to ensure seamless adoption of RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.
In this role, you will contribute with your extensive project management, customer engagement, and technical experience to drive strategic initiatives that will contribute to the growth and scalability of the unit.
This Shared Services unit shall ensure innovative and standardized approaches towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience.
Continuous improvement in tools, processes, and engagement channels shall be key for this unit, working in close collaboration with relevant ECS and Customer success stakeholders in the region.
The Role:Actively support the global PC3 initiatives through the Business Intelligence office.Drive global initiatives that will contribute to the growth and scalability of the unit.Interact with internal and external stakeholders proposing customer-facing improvements, including opportunities for process improvements and automation.Communicate effectively and efficiently to all relevant stakeholders.Share regular status, including efficiencies of the initiatives.Establish initiative KPI & Goals framework for the unit and its employees at various levels, in alignment with ECS and Customer Delivery Engagement guidance.Execute robust delivery of the plan against defined KPIs & goals.Adopt the Customer efficiency strategy defined by global, to leverage digital platforms and channels for customer communications; consistent focus on increased automation to enhance productivity and profitability.Provide effective financial stewardship and demonstrate value creation for customers and for ECS.Ensure strategic initiatives are running timely and successfully rolled out to the entire global community, including impacted stakeholder organizations.Experience:6+ years of overall experience in IT software and services.5+ years of project management experience.Experience with International teams is a MUST.Solid background in customer-facing processes.Basis/Technical knowledge is a plus.Customer-centric mindset – Experience in engaging with customers, especially influencing senior executives.
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