SAP AMS Customer Success Manager - Permanent

SAP, lot of experience, consultant

United Kingdom

As our SAP AMS Customer Success Manager, your role will be a mix of leadership for existing service management functions and collaboration with the operations and sales organisations. You will support strategic presales bids and create additional sales opportunities in existing accounts and work with the Operations Manager to ensure a consistent high quality service. All Service Delivery Managers will report into this position, which will report to the Services Director. You will be responsible for ensuring the health and growth of SAP AMS accounts and help mitigate any customer escalations.

Key responsibilities of the role:

• Developing relationships with key stakeholders of strategic accounts, and mentoring the Service Management team to develop strong relationships with customer service owners.
• Identifying and mitigating potential risks to customer success early.
• Ensure customer satisfaction by addressing issues through to quick resolution.
• Ensure customer retention, renewal and identifying opportunities for upsell and cross-sell.
• Ensure customers receive maximum value from the service and therefore maximum satisfaction.
• Work with the Delaware Delivery Organisation (sales, implementation, technical) to provide seamless transition from project to support.
• Work with the Delaware Service Operations organisation to ensure service quality and address areas of service improvement.
• Work with the AMS Sales organisation to support customer proposals for strategic clients.

more info about this job?

Rhylan Harris

About delaware

We exist to help our clients reach their full potential, by applying our common sense, business experience and passion for technology.

Delaware is a global consultancy that partners with leading technology providers such as SAP (Platinum Partner) and Microsoft to deliver advanced digital solutions. We develop, innovate and implement technology transformations guiding our clients towards an intelligent future.

Everyone at Delaware is a steward of the business. We are building for the future and for those that succeed us and we take responsibility for our relationship with the social and ecological environment.

What will you be doing?

You will be an integral part of our Managed Services Assurance Team, delivering high-quality support services by:

Managing the service organisation and mentoring Service Delivery Managers.
Ensuring customer satisfaction by working with Service Delivery Managers to proactively manage risk and address service issues.
Working with the sales organisation to support customer proposals for strategic clients.
Identifying opportunities to upsell and cross-sell across existing SAP AMS accounts.
Identifying areas of improvement to increase profitability and/or service quality.
Working with the Service Operations organisation to ensure continuous high quality of service and address areas of service improvement.
Supporting SAP service improvement activities together with the Service Delivery Manager and the customer.
Supporting service transition from project to support (including continuous release).
Attending monthly service reviews for strategic customers.

Is there a match?

Experience supporting critical business applications - is essential
IT Service Management (ideally in the capacity of a support organisation)
Standard ITIL methodology and support processes
IT Service Management tools
Change Management
Supporting the sales team for new opportunities
Working in a global organisation with multiple delivery centres organised globally
Providing Application Support for SAP

Our Culture and Values

We attract and retain only the best people who share our values and thrive in our culture. We strive for the highest levels of excellence in all that we do – with our clients, our people, our business, our careers.

We do the right thing to satisfy our clients, combining quiet confidence and a human touch. We are open, positive, enthusiastic and energetic. At Delaware we value and invest in personal competence as much as technical competence and we all want to help each other succeed. We value diversity for the breadth of perspectives and skills it brings us and the better results it produces.

We enjoy each other’s company. We work hard together and we have fun together. We trust one another.

Underpinning our culture are our core values. They are a living part of our daily interactions, influencing what we do and how we do it. They guide how we work with our colleagues, customers, and partners.

Care - we take responsibility. Commitment - we commit, we deliver. Community - we are better together. Respect - inclusive and diverse. Entrepreneurship - we cherish creativity and drive

Let's meet!

Come have a chat with us and tell us all about your skills, talents and previous experience.

Are you keen to help us grow our Managed Service team? Make sure to connect with us if you have any questions whatsoever.

Click the Apply now button below and hopefully we’ll get to meet each other soon!

Right to work

Please note that it is a legal requirement that you have the right to work in the UK by the time you commence employment. We therefore ask those shortlisted for interview to provide evidence of their right to work in the UK during the recruitment process.

Delaware holds a sponsor licence but not all roles are suitable for sponsorship, especially as, in some cases, individuals are required to work on long term client contracts, and this is not permitted under the sponsorship regime. Also, in some case individuals may be required to work in Ireland or elsewhere in Europe at short notice. If you do not currently have the right to work in the UK we will still consider your application.

If your application is successful beyond the first interview stage we will consider whether sponsorship is a possibility or, where appropriate, whether there are any other immigration options available but unfortunately we cannot guarantee that sponsorship will always be possible

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Matches: SAP, consultant, lot of experience

We’re looking for exceptional candidates to join us a Client Account Lead and help drive our market and customer activities, to create outstanding results for our clients and help us achieve our ambitious growth targets.

This is an exciting opportunity to join a fast-growing consultancy in a senior role that will help shape our future and realise our ambitious growth targets.

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