Customer Office Support

hace 3 semanas

Bogota, Colombia SAP A tiempo completo

**We help the world run better**

**What you’ll do**:
**Position title**: Customer Office Support-Early career talent

**Location**: Colombia - (Bogota optional)

**Duration**: Temporary, up to 2 years

**Role**

The Early Career Talent will support the business leaders of the North Area Customer Office (CO) in their programs and services.
- Responsible for the execution of the assigned activities that are related to the pillars of the CO (Proactive Customer Care Program, Project Success, SAP User Group Associations-ASUG, Customer Loyalty), initiatives of the Chief Operating Officer (COO) and the iniciatives agreed with the SAP areas.
- Responsible for following and executing the activities assigned by the CO and aligned with the action plans of the COO and the Sales team of the Market Unit (MU).
- Responsible for executing, monitoring and controlling the activities assigned by the CO against the initiatives and interaction plans agreed with the SAP teams of Cloud Success Services (CSS), Channels, Partner Ecosystem Services (PES) and Support.
- Responsible for supporting the administrative activities of the CO.
- The Early Career Talent will have direct communication with the selected customers and will recommend basic steps to customers, SAP team and SAP partners regarding the comprehensive support scheme and SAP best practices.
- The Early Career Talent will have communication with other SAP areas to ensure coverage of commitments and progress in cases intervened by the CO and share best practices.

**Deliverables**
- Management of the record of incidents and cases escalated to the CO, giving support, basic recommendations, activation of escalations and follow-up until its closure.
- Coordination, monitoring and control of the commitments agreed with the groups of study of the groups of users of North (ASUG).
- Follow-up and support in the customer office procedures
- Delivery of supporting documents for the administrative activities assigned from the CO.
- Support and follow up on “Customer satisfaction Survey” through the generation of information and statistics that facilitate the process, notify statuses of progress, closure and remediation plans executed by those responsible
- Generation of reports, presentations and inputs required by CO activities.

**Value Delivery to SAP**

The Early Career Talent will contribute through the pillars of the CO in achieving results and delivering value for the following fronts:

- To our Customers, Contribute to the normal flow of operations of SAP customers, to the progress of projects in implementation and to meet other customer needs by supporting the attention, escalation and delivery of solutions to incidents that reach the CO as part of the Support scheme. Comprehensive SAP.
- To COO y MU
- Contribute to improving the level of customer satisfaction through support for incidents escalated to the CO and transferring knowledge of best practices.
- Strengthening of the strategic alliance with the North SAP User Group Associations (ASUG) through the monitoring and control of the activities entrusted from the CO in front of study groups, events and commitments that link internal areas of SAP or customers.
- Contribute to the improvement of the "Customer Satisfaction Survey" process through monitoring and supporting the execution of its phases, seeking the best conditions according to the guidelines established by global and the initiatives of the CO.
- To our commercial team, Contribute to the growth and sustainability of the installed base of our SAP solutions, through the delivery of relevant information generated from the CO and in the follow-up to specific actions agreed with the CO on the remediation plans (prepared by the Account Executive), product of escalations or results of customer satisfaction surveys (product, services) in those accounts that are advancing with new opportunities or as part of the operation of our installed base.
- To our CSS team, Contribute to the growth and sustainability of the installed base of our SAP solutions, through the delivery of relevant information generated from the CO and in the follow-up to specific actions agreed with the CO on the remediation plans (prepared by the CSPs), product of escalations or results of customer satisfaction surveys (product, services) in those customers with an installed base.
- To Customer Office, Contribute to the visibility of the results of the CO processes and their delivery of value to the North executive team and to the Latin American (LAC) and Global teams through the generation of the inputs required by CO.

**What you bring**:
We’re looking for someone who takes initiative, perseveres, and stay curious. You like to work on meaningful innovative projects and are energized by lifelong learning.

**Educational requirements**
- Preference in Systems Engineer, Industrial Engineering or related engineering.

**Position requirements**

**Hard skills**
- Advanced English (Intermediate

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