Sales Ops Business Enablement Specialist

Business Support Advisor

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

As Business Support Advisor, you will be providing to sales, partner and customer success solutions through business agility, field enablement and support towards a best-in-class customer experience. You help our customer-facing roles (e.g. sales) be more productive. This allows them to focus on their customer first, simplifying the buying experience with SAP. In your role, you bring reliable, qualitative, and professional assistance on both transactional and business-related questions.

The role is to manage expectations and have good insights into the business pipeline and potentially sponsored deals by the SAP board members. The BSA will support field inquiries around our main internal sales applications and deals scenarios. You will learn the process, rules of engagement and business knowledge to embrace and promote the topics you support. You are expected to deliver with quality and respond professionally to our internal customer requests. In this supporting function, you work out of an automated ticketing system, but will be required to understand your network and build relevant relationships with our key regional stakeholders as well with team members and colleagues across supporting functions in SAP, such as the IT team, Order to Invoice and Finance.

General tasks include:

• Manage end-user inquiries: Engage with end-users/requestors in a professional, friendly, and helpful manner to assess their obstacle to move forward. Qualify the urgency and nature/root cause of their error to take one of the following actions.
• Promote and understand the business context to proactively promote the next step in the process, the best technical system advice, or the right action to proceed and help the end-user accomplish their goals and sign the deal.
• Resolve pressing user inquiries, complex scenarios, and escalations with advanced knowhow and collaboration.
• Align with key regional stakeholders to understand upcoming business expectations, core deals, new deal motions and technical complications.
• Coordinate and collaborate between internal support teams (IT, GCF, Operations) to better support the field and drive standardized global support across SAP in challenging deals and scenarios.
• Multitasking and prioritize issues.
• Can-do attitude to get things done and situated.
• Confidence in navigating challenging situations with high level executives.

Supporting/ad hoc tasks: Contribute to team projects that enable the overall efficiency and effectiveness of the support organization. Projects and tasks may include but are not limited to:

• Onboarding new team members
• Acting as point of contact during escalations and calls with the stakeholders.
• Preparing or delivering virtual (end-user or support internal) enablement and support.

System Complications: Be self-efficient and access the right support channels. Execute on the end-user's behalf where relevant, support migrations, and anticipate escalations, by informing management. Collect recurring issues, report on frequent errors, and recommend solutions as needed.

Beneficial competencies & skills:

• Customer-service attitude: polite, helpful, quality-oriented, and inquisitive
• Comfortable working in fast paced, high volume environment.
• Analytical skills: asks the right questions to identify the best solution path.
• Effective communication skills – Verbal & Written
• Virtual workspace experience
• Microsoft Office proficiency in MS Excel, PowerPoint, Word

Language requirements:

• Fluent in written + spoken English.

Education & Job Experience:

• Education: Bachelor's degree or equivalent working experience
• Career: 5-7 years' experience in Customer support, Operations and/or technical support role
• Experiences with Harmony or other sales technology can be a benefit.