Work Area: SalesExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full Time 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. Thats 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 its the best-run businesses that make the world run better and improve peoples lives. Key Areas of Responsibility and Tasks Customer First is aiming to create an industry-leading digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance and experts from SAP after they have purchased an SAP solution. The objective of this function will be to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient and scalable methodology across different SAP lines of business. The Digital Experience Manager is responsible for supporting the global program to improve the content collection/curation and quality management across all touchpoints for the customer lifecycle. The Manager will work across all LOBs globally to insure we have the right content, in the right form to support all uses cases to provide an excellent experience for our digital touch customers. She/he will develop content (as needed), coordinate the existing content and fully engage with LOB content experts for creation, sharing and lifecycle management . The Digital Experience Manager will report to the Digital Engagement COE leader and is a critical role in building and ensuring long-term success of the global Digital Engagement shared services function. The primary stakeholders of the role will be all creaters of content across multiple lines of business. Primary responsibilities include: Support content development in all digital forms for the mult step implementation process for each LOB. Manager a team of 8 Digital Experience Associates in site. Drive the development of proper digital use cases, content quality and expectations and standardize process across all digital touch points for all cloud LOBs Lead the development of the knowledge library for digital customer engagement including the curation of LOB specific content, self-help knowledge library, 1-to-many onboarding sessions, customer enablement, ask-the-expert services, inbound response management. Monitor effectiveness and syndicate best practices for tech-touch customer engagement as they relate to improving customer onboarding, NPS, adoption, reference-ability, renewal rates and upsell. Support the development/execution of innovative communication programs that increase solution adoption together with Cloud Franchise and customer marketing aligned to GDPR policies. Adopt the highest level of standardization and automation to drive efficiencies to ultimately impact all customer engagement functions and scale for growth The Digital Experience Associate needs to be a master at networking and coordinating resources across many teams within many functions to make sure we develop/leverage the best content and scale production quickly. The ability to influence teams reporting into the LOB, but supporting the Digital Engagement shared service will be key. Additional Information To support you in this responsibility you can view relevant information via Success Map for your entire organization. This business execution tool supports you in leading the success of your organization by providing you with information to guide your direct reports in following through with their responsibilities. Act as a role model by coaching and recognizing your direct reports and providing just-in-time feedback and expecting the same of your direct reports. Experience & Educational Requirements Experience & Language Requirements 10+ years industry experience preferred (marketing, digital marketing, communications) Proven experience working with diverse marketing and operations functional organizations vritually/globally Demonstrated experience developing/publishing digital content to customers Experience with best practice content management tools Record of building strong customer relationships (internal and external) Demonstrated ability to anticipate and solve problems Demonstrated ability to manage multiple tasks across functions Excellent listening, written and oral communicati
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