Customer Experience jobs in Brazil

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Summary & Role Information:

SAP Cloud Application Services (CAS) provides a wide range of services for managing business process and application logic, data layers, application security, software releases, performance, integrations and adoption accelerator through a subscription. Our application experts are engaged across the customer lifecycle to understand customer’s needs, helping to define and scope elements and outcomes aiming for a delivery of service excellence.

We are seeking a motivated and dynamic professional to join our team as an Application Service Manager (ASM). The ASM will play a crucial role in driving customer engagement, promoting service excellence, and upselling CAS offerings. This professional will also be responsible for managing the CAS engagement across the customer lifecycle and ensuring successful service delivery in line with customer expectations and satisfaction.

As an Application Service Manager you will:

• Be responsible for ensuring that the services provided to customers meet the highest standards of quality. You will work to create a seamless and efficient customer experience by coordinating various aspects of the engagement. (Promote service quality excellence and one-stop CAS experience)
• Continuously look for ways to optimize and improve the services provided to customers. You will proactively identify & engage areas for innovation and adoption of new technologies or methodologies that can enhance the customer experience through SAP solution and/or services. (Point out proactively optimization, innovation, adoption and potential improvements to customer)
• Work to create and maintain a success service plan, outlining the resources, activities, and timelines required to deliver the service successfully. You will be responsible to build with the customer their CAS journey, discussing their contracted application/services, and how to better achieve it. (Service Plan Creation & Maintenance)
• Play a key role in driving customer engagement and upselling CAS Offerings. You will work proactively to identify opportunities for cross-selling and up-selling, collaborating with other teams to expand the customer's use of SAP's Portfolio & Services. (Driving CAS engagement as a trailblazer and up-sell SAP’s products and service portfolio)
• Be responsible for ensuring the successful execution of the CAS engagement, including meeting margin and revenue targets, exceeding customer expectations, and achieving high levels of customer satisfaction. (Executing the service successfully)
• Collaborate closely with other SAP stakeholders, including those involved in ECS, MaxAtt and Preferred Success contracts or any active service contract to the customer, to ensure alignment and coordination across all aspects of the customer engagement. (Be aligned with other SAP stakeholders and current contracts)
• Be the central role in orchestrating communication throughout the entire engagement, ensuring that all stakeholders are informed and engaged. (Orchestrate communication end-to-end in the engagement)
• Oversee & Lead the entire customer lifecycle, including transition, onboarding, stabilization, operations, and offboarding. You will be responsible for managing the budget, ensuring service quality, and driving growth throughout the engagement. (Managing the CAS engagement across the customer lifecycle)
• Be responsible for creating and maintaining the operations manual to ensure consistency and efficiency in service delivery. (Operations Manual Creation & Maintenance)

Experience (Role Requirements):

• Bachelor's degree in IT & Business Management, Engineering or a related field
• 8+ years of experience in customer account services, relationship management, or a similar role
• 10+ years of hands-on experience in at least one SAP Solution Area (e.g - S/4 Hana – FI, MM, SuccessFactors, BTP…)
• Solid experience in SAP Implementation Projects / Project Management and/or Managed Services
• Excellent documentation, communication, facilitation and interpersonal skills
• Proven track record of driving customer engagement
• Strong understanding of operational and financial metrics
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Experience in creating and maintaining service plans and operations manuals
• Team motivation, availability to join global team meetings and to actively collaborate on global initiatives
• Experience working with diverse teams
• English is a must, Spanish is highly desired

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 422829 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.