Requisition ID: 226624Work Area: CommunicationExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full Time
COMPANY DESCRIPTIONSAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
PURPOSE AND OBJECTIVES
The mission of Global Post Sales Operations (GPSO) as part of the board area Global Business Operations (GBO) is to ensure a seamless post sales experience for all customers across all Lines of Business, spanning all the way from entitlement to renewal and based on the proven Franchise for Success methodology. Key objectives are the simplification and harmonization of post sales processes and systems in close alignment with SAP’s development, sales and support teams. In addition, GPSO comprises On-Premise Renewal, the SAP Cloud Trust Center as well as the entire Business Operations units across all Digital Business Services (DBS) regions, supporting all operations-related activities and acting as trusted advisors to the business.
The Cloud Engagement & Communications team drives programs and tools for cloud availability communication and transparency on how SAP runs in the cloud. The team works collaboratively with the Mission Control Center, Global Cloud Services and Cloud Line of Businesses globally in order to produce communications that is used by the Board, Executives, and customer facing colleagues in regard to cloud services
EXPECTATIONS AND TASKS
The Cloud Communication Expert
Provides best possible customer communication and customer support across SAP cloud services
Help our SAP field colleagues with precise and timely information on our cloud services in order to facilitate their customer care, and to maintain the customer trust relationship with SAP
Translate technical information into business impact, with customer empathy and a commitment to transparency
Ensures communications and emergency notifications are managed timely and effectively, with supervisory responsibility for local team
Senior member of Asia Pacific delivery team
Coordinates schedules, shift duties and ensures delivery success of offshore team with global delivery focus
Ensure all times are covered including weekends and holidays across all time zones, responsible for 24/7 staff coverage
Facilitates and coaches’ local team for the relevant processes, until enabled to build an instant situational picture in real-time
Possesses a deep understanding of the technical details of cloud operations and can effectively analyze the situation and create easy to understand and comprehensive assets for customer communication
Possesses the ability to quickly acquire understanding in new areas coupled with the talent to turn complex and comprehensive content into digestible pieces of information
Collaboration within the Cloud Engagement & Communications team, will operate in global team as part of the senior contributors
Prepares content for and briefs SAP executives including Board, Regional Executives and Sales Leaders
May include shift schedule in order to ensure full coverage 7 days a week across all time zones
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Min. bachelor's degree, master’s degree preferred in Communications, IT, Marketing, Journalism, International Business, Commerce, Linguistics or equivalent experience
Excellent understanding of SAP’s cloud portfolio and Line of Business operations
Capability to keep consistent and positive dialog for all kind of political situations (SAP, customer, partners)
Experience in problem solving in context of crisis situations and business transformation
Experience with crisis communication, describing technical details in a way others can understand
Strong ability to deal competently and professionally with confidential and sensitive topics
Risk aware and considering potential legal consequences
Ability to understand cloud technology and translate into business context
Strong customer and field empathy
Sense of urgency and ability to deliver under great time pressure and in complex environments
Excellent listening, communication and writing skills
Sense of urgency and strong work ethic with the ability to lead others
Strong organizational skills
Intercultural experience and sensitivity
Ability to work with a variety of teams and people in a matrix organization
Ability to think strategically and execute with attention to detail
Native or near-Native English mandatory, second language a plus
Previous work abroad in an English-speaking country
High level of commitment and initiative
Experience in working in virtual teams
Proactive, flexible, and collaborative work style
WORK EXPERIENCE
Min. 10 years’ experience in the SAP context
Experience of working with customers
Experience of working with cross-functional teams to get things done
Experience with technology and other methods used in communication
Experience in supporting global programs
Experience working in a follow the sun model
Experience in one of the following technologies/products/services for a software or professional services firm is an added plus: Sales/Pre-Sales, Crisis Communication, Support, Go-To-Market
#SEAHotJob
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENTTo harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: ********** or **********, APJ: **********, EMEA: **********).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:
