SAP SAP NS2 Customer Success Specialist 

United States, Virginia 

16317276

NS2 COMPANY DESCRIPTION

offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

EXPECTATIONS AND TASKS

Key tasks include but are not limited to the following:

• Facilitate successful on-boarding of Net New and new product customers
• Review entitlement sets and ensure provisioning of entitled products to customers per contract and Cloud Fulfillment systems.
• Leverage NS2 tools, services, methodologies, and best practices to ensure customers’ success
• Understand and explain features and benefits of the product line as it relates to customer needs
• Build trusted relationships with internal stakeholders within Operations, Product Strategy, Support, and Account Management

• Coordinate regular cadence with key Account Management staff to support customers and ensure open lines of communication
• Learn and review appropriate solution and product features to help fully understand system usage and potential issues with product implementation for customers across various product sets.
• Understand the product technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.
• Assist and participate in processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption.
• Provide support to de-escalation Liaisons during Production Down or Go-Live situations collaborating with Frontline Support or the Operation Support Services, the customer, and any other stakeholders involved

• Work with NS2 Operations, Support, Project Managers, and Security Teams, when needed
• Ensure that specific contractual deliverables are met

• Participation &/or leading strategic projects

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Ability to communicate and present effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Project Management experience is an advantage
• Graduate with a bachelor or master’s degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent preferred

WORK EXPERIENCE

• 2-3+ years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level
• Experience working in global / virtual teams is an advantage
• Experience and/or acumen of the following technologies and solutions:
  SAP Cloud Solutions, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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Washington DC