Requisition ID: 232919
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Student
Employment Type: Intern
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.
PURPOSE AND OBJECTIVES
The HANA Enterprise Cloud is responsible for managing the customer communication and action plan coordination during business down situations to accelerate the resolution of incidents for HANA Enterprise customers. Our goals are to prevent customer escalations and support end to end customer satisfaction for the HANA Enterprise Cloud.
We are looking for a well-structured expert who is passionate about administrative support as well as contributing to customer satisfaction initiatives. In our diverse and young team, you will have the opportunity to support and collaborate with the Head of HANA Enterprise Cloud Customer Office as well our global team members.
EXPECTATION AND TASKS
Support the Chief Customer Officer of HANA Enterprise Cloud with managerial administrative tasks (e.g. calendar management, prioritization of emails, and meetings preparations).
Support the management team in resolving top issues and top-level management reporting as well as coordinate with internal stakeholders.
Support Chief Customer Office to understand, align communication among the team and stakeholders on issues being escalated which could potentially cause a major customer dissatisfaction and/or risk for HEC retention
Support team with critical Customer Management to de-escalate the situation by helping to track the defined top issue and action plan, supporting internal and external communication, with potential remote/onsite activities if needed
Support management summaries for critical situations
Collaborate with team members to ensure ongoing tool and process improvement
Support the global team with access to authorization and tools
Assist the Chief Customer Office of HANA Enterprise Cloud in doing process governance, strategy and team alignment
Optional: Support technical analysis of outage scenarios by executing Cloud De-Escalation Architect process following onboarding phase
EDUCATION AND QUALIFICATIONS
Preferred fields of study: Computer Sciences or Business Administration
Overview of SAP products and/or Technology
SKILLS AND COMPETENCIES
Advanced MS Office
General office administration and organizational tasks
Fluent in English (spoken and written) is mandatory
Soft skills: Highly motivated, proactive and well-organized team player with good communications skills
Others: reliable, open-minded, and ability to handle confidential communication and documentation
Administration of Project related tasks
Ability to focus on details to help with preparation executive reports
Ability to work ability to work independently and proactively.
Willingness to work in an international / global virtual matrix organization
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 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).
Successful candidates might be required to undergo a background verification with an external vendor.
Nearest Major Market: Philadelphia
Job Segment: Cloud, Intern, ERP, Developer, SAP, Technology, Entry Level