Customer Support Manager
Ariba Czech s.r.o.
Praha hl.m., Praha
před 1 dnem
source : Hitprace

Místo výkonu práce : Bucharova 11, Praha 13As a people manager, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part by helping to identify development opportunities and supporting team members to achieve their goals.

You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just-

in-time feedback so that employees can reflect on your input immediately.Responsibilities and Tasks : oMentor, train, and provide for the professional development of team members through the performance management process and coaching techniquesoTrack established Customer Support metrics, such as schedule adherence and customer satisfaction goals, and ensure goals are achieved oThe Customer Support Manager is responsible for addressing all instances with team members in a timely manner when goals are not met oAdvise and coach team members on how to address complex customer requests oResponsible for follow-

up activities with external customers regarding quality concerns and escalations oUse information from quality monitoring to provide feedback to team membersoManage assigned projects and tasks that help to improve the quality of the customer support organizationoDevelop strong working relationships with cross-

functional teams across the SAP groupoConduct all customer interactions in a manner that presents the SAP group of companies in a positive lightoManagement decision on critical casesoManagement point of contact for customer escalationsoPlanning of and adherence to travel and 3rd party budget for own teamoPerformance feedback planning, review and people development for assigned team membersoEfficient resource allocation within own responsibility areaoDevelop and explain strategy of unit / department and alignment of team goals to corporate / unit strategyoEnsure time recording compliance of own team when applicableSkills and knowledge requirementsFunctional knowledge of Quadrem and SAP Ariba applicationsFluency for verbal and written communication in English and Spanish6 -

10 years of related work experience, preferably supporting or implementing Cloud products in a customer-facing environment.

Experience working with software applications and a business understanding of Cloud applicationsExperience with creative problem solving for new and undocumented issuesMísto výkonu práce : Bucharova 11, Praha 13Fundamental experience of and success with all key responsibilities of a Senior PositionIndication of potential in further soft skills (leadership / people management / interpersonal skills)

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