Head - SAP SaaS Implementation/Customer Support/Training

What are we looking:

In Brief:

We are looking for a highly competent Head for managing our customer support, implementation & training function. The aspiring candidate with minimum 7 years of total experience ( Min 4 years in customer support and 3 years in project management) with preferably MBA (systems / Operations) with excellent communication skills in English should apply immediately for a very exciting career opportunity.

Job Description:

a) Implementation:

- Lead, Plan and execute implementation of projects within promised timelines, within budget and meet client expectations.

- Ensure successful execution of POC with customers

- Design and Drive robust design for business requirements gathering and documentation and sign off

- Collaborate & establish strong relationship with key stakeholders of customer

- Ensure quick adoption of the platform

- Ensure smooth transition of operations to the system post go-live

- Support quality driven management techniques and encourage use of analysis to drive decision making and development of Improvements.

- Manage, Guide & Observe Internal and External Training.

b) Customer Support:

- Establish and maintain excellent relations with key stakeholders of customers

- Strategize and execute plan for quick adoption of our solution with users

- Ensure compliance to SLA

- Understand pain areas of customers & coordinate with product team to deliver solutions

- Play pivotal role in designing Auctioning Strategies & in developing desired insight in auction team - Periodic presentation of dashboard to the management reflecting adoption level with each customer/ strategy to improve adoption / Service level compliance dashboard/ Auction output dashboard.

- Ensure desired understanding of the platform and updates in each of the team member

- Plan & execute periodical training to customers for updates

- Ensure effective use of CRM to provide invaluable insight to improve the customer service function & drive higher customer satisfaction

c) Leadership:

- Define, Design & Support your team to achieve and meet their department goals.

- Drive Vision / Mission/Purpose of the organization and set example thru personal commitment to the same

- Create and Foster trust, demonstrate courage.

- Build excitement, challenge and growth path for each team member

1. Competencies / Qualifications/ Experience:

Core:

1. Excellent relation manager

2. Customer focus

3. Good project mgmt. skills

4. Result Oriented

5. Analytical & Structured

6. Planning oriented

7. Exemplary Leader

Technical:

1. Excellent Communication & Interpersonal Skills

2. Highly proficient in MS Office, project mgmt. tool & use of CRM

3. Good understanding of Auctioning Skills Preferable

Addons:

4. Industry Knowledge (Basic knowledge of procurement process

5. Immediate joining is highly preferable

6. eProcurement solution implementation experience

7. use of SAP MM module will be preferred