Customer Success & Engagement Manager

ABOUT US

SAP Fioneer builds software and platforms that enable banks, insurance companies and challengers to run, transform and grow – cost-efficiently and at scale and speed.   

Backed by global technology leader SAP and entrepreneurial investor Dediq, we are in a unique position to combine the speed and agility of a start-up with the experience and capabilities of a best-in-class software company. Benefiting from a broad network of partners, we aspire to be more than just a vendor: a reliable and safe pair of hands that is there today and tomorrow to put financial services organizations at the cutting edge – from established players to disruptive challengers.   

As a global business with 1,000 employees in 22 offices, and over 800 customers across 17 countries, SAP Fioneer’s pioneering spirit is fueled by bold creativity and underpinned by its rock-solid technology.

YOUR ROLE

Located anywhere within the named countries as a Customer Success & Engagement Manager, you are the trusted adviser to our customers and ensure customer satisfaction. You are working with the customer in safeguarding and optimization of their investments into SAP Fioneer services and support. 

You will be diligent about ensuring quality services to satisfy customers need and resolving complex and critical situations throughout the customer lifecycle.

YOUR RESPONSIBILITIES

• Primary Contact for the customer including point of escalation
• Understand the customer business, goals and challenges in order to guide resolution and provide quality support and services
• Ensure contractual obligations fulfillment with your customer including Service Level Agreements, customer satisfaction and process efficiency within service delivery
• Monitoring progress and availability service and support team, helping determine priorities, managing challenging customer situations
• Mange proactive delivery of service plan and reactive support requests
• Drives end-to-end customer engagement including commercial responsibilities (costs and profitability), customer expectations, customer reporting and invoicing
• Protect and grow engagement scope, identify cross and upsell opportunities

 YOUR PROFILE           

• Strong experience in support processes, compliance and project management, especially in supporting production environments
• Strong experience in SAP Banking environment including Cloud Delivery Models
• Strong experience in stakeholder management at all levels delivering clear status on service delivery and efficiency.
• Confident and impactful communicator and manager of senior stakeholders, both written and verbal, able to clearly explain the program to non-technical and technical audiences.
• Experience planning and coordinating technology resources balanced against operational needs.
• Open minded, innovative thinker and adaptable to changes, enjoying working in agile environment.
• Proficient in English and preferably Italian.

SKILLS

• Thought Leadership-Ability to guide, inspire innovation, motivates others, shares knowledge, and drives an agreed goal based on their expertise and industry perspective.
• Innovative Thinker- Ability to generate new and original ideas and solutions that break away from traditional or established thinking patterns, taking a non-conventional approach to problem-solving and finding ways to manage complex issues.
• Good communication and presentation skills- Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders.
• Industry Knowledge- Expertise knowledge in business processes, ideally in financial services
• Team player-Ability to build strong relationship with follow team members.

WHAT WE OFFER

• Opportunity to shape the fast-changing financial services landscape.
• Flexibility to work and gain experience in different areas of the company as you grow your career.
• Fast-paced start-up type culture with an experienced team, strong brand, and an enviable product portfolio
• Work with some of the smartest and most driven individuals around the world
• Competitive compensation package and countless growth opportunities
• Flexible working policy, so you can work when and where it's comfortable for you.
• Unparallel impact + Exponential growth + The best of both worlds + Bold innovation + Constant development
• Lean hierarchy environment with focus on your growth in providing individual career paths.

WELCOME TO THE WORLD OF FIONEERS

At Fioneer we combine rock solid technology with bold creativity. We work in partnership with our clients to build a financial ecosystem that is resilient inclusive and future fit. We are investing and building the financial services platforms and offerings that are able to help our clients succeed and win in the fast-changing financial services industry and ecosystem. Our systems are already market leader in today’s world and will be the leading foundation for our client’s success in the future. Join us, if you want to be part of creating the FSI world of tomorrow and enter into a future proof career.