Intern, Customer Success Manager

SAP - Plano, TX4.3

Internship
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Requisition ID: 221001
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Student
Employment Type: Intern

COMPANY DESCRIPTION

SAP 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.

ROLE DESCRIPTION
As a Customer Success Associate, you will learn how to execute transactional activities related to field inquiries around our internal digital business services organization. Furthermore, you will leverage and contribute to the maintenance of relevant documentation (end-user or support facing). You will build your process, technology and business knowledge to embrace and promote the topics you support. You are expected to deliver with quality and respond professionally to all type of internal requests, balancing the right amount of time to resolve their questions per SAP’s best practices. In this supporting function, you work alongside established Customer Success Managers (CSM’s) but will be required to understand your network and build relevant relationships with team members and colleagues across supporting functions in SAP.

Customer Success Manager ensure customer success by delivering ongoing guidance around the overall cloud business strategy and transformation topics after the sales cycle has completed. The role focuses on executive relationship-building and establishment of proactive success plans that in turn promote overall customer satisfaction, product adoption and ultimately subscription renewals. The role manages diverse, high profile customers and/or key accounts in close collaboration with the respective account team.
This role is ideal for candidates interested in exploring some technical skills while at the same time experiencing the business pressures of a fast-pace, high-demanding digital business services organization. The combination of technical and business know-how can be a benefit in various future career paths – within or outside SAP. Candidates will also grow their customer engagement, virtual team collaboration, and communication skills.
This role can also be a good fit for candidates who work well on transactional tasks, enjoy multi-tasking and customer/end-user engagement and feel comfortable in a supporting role and service.

EXPECTATIONS AND TASKS

Define and drive execution of a targeted goal-based support engagement plan to support key business goals and milestones (e.g. solution rollout and cycle planning)
Enable key internal stakeholders by providing guidance on the appropriate best practices. This may include preparation of customer facing presentations for onsite CSM
Work with onsite Customer Success Managers to set up support, collaboration and governance as per SAP’s best practices
Provide Quarterly Release Review to support onsite CSM to develop an appropriate strategy that minimizes impact on existing solution and assists in maximizing feature adoption
Orchestrate Top issue management and provide trend analysis for proactive risk mitigation
Proactive and reactive response to Early Warning System alerts for adoption and support derailers
Plan and manage the delivery of relevant proactive support checks and enablement offerings as part of the support engagement plan
Drive close collaboration with onsite CSM and if applicable, implementation partner, during the launch phase to facilitate successful handover to support
Orchestrate Top issue management and provide trend analysis for proactive risk mitigation
Facilitate access to product and functional expertise for certain topic areas via Empowerment Sessions
Coordinate and help prepare Success Plan with onsite CSM’s to track goal achievement
Assistance in day-to-day business and ad-hoc tasks
Preparation of presentations- various topics
Attend weekly Empower Hour calls to learn about upcoming needs for internal projects, tasks and responsibilities
Attend weekly office hours with empowerment team to learn and inquire about additional needs that may arise from Empower Hour or through assigned tasks
WORK EXPERIENCE

1 year or multi-internship experiences will be beneficial given the fast-pace nature of the role
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

Must be a University Student graduating end of 2020 or 2021
You are highly customer focused, a proactive learner and you enjoy customer success
Excellent English language skills, written and verbal. Additional languages are an advantage
Customer-service attitude/empathy: polite, helpful, quality-oriented and inquisitive
Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems – but flexible to understand the ever-changing dynamics of the type of inquiries received
Analytical skills: asks the right questions to identify the best solution path
Multi-tasking/ prioritization skills
Works well in virtual environments; knows how to build their network
Quick learner who can adapt to fast-paced work environments
MS Office / Excel functional use experience required
Team player who enjoys collaborating and learning
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.

Start Date: August 2019
Duration: 6 months (possible extension)
Open Positions: The team is looking for 2 interns

Office Location: Plano, TX

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 COMMITMENT
To 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 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. (Americas:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

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