Customer Success Manager
Current•Leverage SAP Ariba tools, services, methodologies, and best practices to support successful implementations and ensure that the customer’s SAP Ariba solutions run with optimal level of performance, stability, and data consistency•Provide customers with a tailored personal customer experience by understanding their specific needs, business processes, and key configuration elements•Manage customers from a holistic approach by providing strategic support analysis and guidance via incident trending and prioritized issue routing of critical issues •Advocate customers’ support incidents internally and drive escalations and coordinate key resources in the escalation process to provide relief for customer-facing critical situations and minimize the risk of core business interruption •Plan, provide, and execute monthly health check reviews and cloud health system performance monitoring and quarterly, tailored release readiness reviews to help identify areas of improvement & opportunities to maximize adoption•Act as an advisor for SLP module queries, Service Requests, and best practices for Preferred Care customers •Build trusted relationships with customers’ senior/strategic management, business, and IT teams to deliver the SAP Ariba Support portfolio in alignment with the SAP Ariba Enterprise Support and Preferred Care charter•Devise support engagement adoption plans that consider customers’ business challenges/goals and map solutions with collaboration with internal teams (Customer Support, Solution Optimization, Product Management, Engineering, etc)•Act as a catalyst to promote outcome-focused engagements and support incidents conversations by collaborating on process initiatives to bridge gaps between Customer Support and Preferred Success organizations•Empower customers to adopt and utilize appropriate services to meet their SAP Ariba operational goals
