Work Area: Information Technology
Expected Travel: 0 : 10
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
As one of the fastest growing multi:channel software leaders in Europe and North America, we'd like to strengthen our teams in our Montreal, Munich and Dublin offices.
SAP Hybris is a fast:growing global company, which means you have a great opportunity to grow and succeed with us
The SAP Hybris suite supports a number of sales and marketing channels including e:commerce, mobile, Call Center and Print Publications.
The Technical Account Manager (TAM) manages the Premier services relationship and plays a pivotal role in ensuring that SAP Hybris is considered and viewed as a key technology partner in the successful operation of the customers IT environment. Help position SAP Hybris favorably when technology decisions are made by customers for future needs.
The Technical Account Manager is a positive advocate for both the customer and SAP Hybris and will be a professional representative at all times in this Operational role.
The Technical Account Manager must be capable of working in a team environment with other technical leaders, engineering staff, and customers to solve strategic customer issues. Drive customer satisfaction by proactively establishing regular communications with target customers, answer customer inquiries, provide updates on critical issues and special project management activities.
Manage, escalate and drive satisfactory resolution of customers' technical support, service and infrastructure issues.
Proactively and reactively interface with customers on:site in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day:to:day operation of SAP Hybris Cloud Services.
Provide information and recommend best practices for the management of SAP Hybris technologies in accordance with the SAP Hybris Operations Framework.
Proactively monitor technical issues pertaining to SAP Hybris Cloud Services and make recommendations to reduce the risk / impact of similar future problems.
Develop and maintain strong working relationships with Service Readiness, Support Engineers, Product Groups and other technical resources.
Maintain and expand working knowledge of current and pre:released SAP Hybris systems and products, as well as their integration and methods of support delivery.
Maintain current on industry issues and competitive products.
Lead in sharing of best practices with team members to contribute and enhance the quality and efficiency of customer support.
The successful candidate is expected to be contactable 24/7
You should have a minimum of a Bachelor Degree in Computer Science and / or related disciplines, or an equivalent combination of education and experience.
Have a minimum of 5 years' experience in the IT industry.
Account management experience and / or customer engagement responsibility is also a requirement.
Knowledge of the following is advantageous (Linux, Windows, Java, Database,Apache) as well as Project Management experience.
Have excellent verbal and written communications skills.
Have strong problem and troubleshooting skills.
Have strong multitaski