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2024-01-21 Click here to join our placement whatsapp group

 

Title: Support Associate - Technical Quality Managers (TQM)

 

 The Customer Success Service Academy is a up to 2-year graduate program to start your career in the Services Customer Success Board Area. This program consists of classroom-based learning with rotation opportunities before settling on one focus area within the business.

As an integral part of the SAP Cloud Success Services strategy, Premium Engagement (PE) business led by Technical Quality Managers (TQM) is strategic advisory for primarily the largest SAP customers, bringing SAP’s innovations, realizing and accelerating adoption and consumption of SAP Solutions across hybrid and cloud landscapes, and delivering on promises and expected outcomes. Premium Engagement offerings have a critical role to play in driving customer success and the success of the APJ Cloud Success Services organization.

 

 SAP Technical Quality Manager is the key role in Customer Success Services Premium Engagement business and works with customers with Premium Engagement contracts, e.g., MaxAttention and Active Attention. TQM is responsible for the overall delivery of contracted services and building long-lasting engagements across the entire customer landscape and end-to-end business processes in SAP solution’s scope.

 

Potential Skills a successful candidate can achieve being full-time Technical Quality Manager:

• Strong customer engagement skills and developing into a Trusted Advisor within a large, enterprise client.
• Service delivery understanding and value-management mindset, with focus on project-managing PE services delivery as TQM: resourcing, staffing, scope management, risk and issues management, escalation management.
• Understanding an overall enterprise architecture across private cloud, SaaS, and on-premise solutions including integration
• Business acumen and business understanding: ACV (annual contract value) contract renewal, solutioning, procurement, customer retention, managing P&L on contract level.
• Working as a core member of a virtual account team and orchestrating cross-account internal governance.
• Analysis of customer situation and requirements, including business requirements, program/project, IT, transformational, architecture, development, infrastructure, and operational topics
• Engagement governance, executive reporting & presentations
• Gain experience in design, implementation, and change management projects.
• Facilitation, negotiation, and de-escalation skills

 

 

EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES

• Bachelor’s degree, or equivalent tertiary study
• 0-3 years' work experience with customer facing roles.
• Team player with ability to work independently and take ownership of assigned tasks.
• Good listener with excellent communication skills, empathetic, collaborative
• Resourceful self-starters with strong interpersonal skills who are eager learners.
• Interested in technology, innovation, and how digital platforms can solve business challenges.
• Problem-solvers who are ambitious, passionate, resilient, proactive, open-minded, and able to manage pressure.

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