Industry Principal - Customer Advocacy Manager SAP User Groups
The SAP Global Customer Communities organization as part of the SAP COO Board area is responsible for the relationship with SAP User Groups. These customer-driven organizations provide to SAP an opportunity to engage directly with SAP customers and partners and receive unbiased feedback. SAP's relationship with these groups is crucial to validate strategies, influence product roadmaps, and enhance overall customer experience and adoption of our products. User Groups are strategic to SAP as they provide us with and unfiltered view of market needs and requirements, helping us to continue being a customer centric organization.
Tasks of the Global Customer Communities organization include managing overall relationship with User Groups around the world, gathering customer insights and the Voice of the Customer to influence SAP strategies, decisions and enhancements for products and services. In addition, the Global Customer Communities helps SAP to build and support sustainable customer-centric engagements with different stakeholders across all SAP Board Areas (Product Management, Solution Marketing, Development, Support).
Expectations & Tasks
Engage with different SAP stakeholders and experts and support collaboration activities with customers.
Collaborate with customers and SAP User Groups to deliver international prioritization of customer product requirements, and manage the technical infrastructure and process.
Customer advocate for prioritized customer requirements' inclusion in SAP decision processes.
Deliver market research studies about SAP or User Group defined topics, in collaboration with the SAP User Groups around the globe.
Enable and support international collaboration between SAP and User Groups, ensuring engagement around various product or service related topics.
Support the SAP User Group Executive Network (SUGEN) projects.
Interest in customer-driven work
Experience in inter-cultural work
Experience in virtual team work
Market analysis skills
Planning/Project management skills
Understanding of SAP's solution portfolio
Solution Management and PIL@SAP experience desired
Technical skill: End-to-end Surveys Execution
Technical skill: Wikis, Jive, SAP Collaboration Workspace or other Collaboration tools
Strong communication skills
Business fluent in English
5+ years experience in Customer support / Customer advocacy roles
Market intelligence and analysis
CoolAvenues/060710-Customer Advocacy Manager SAP User Groups