SAP NS2 Customer Success Advocate

We help the world run better
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. 

 

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP.  At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans.  We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data; Must be a U.S. citizen.  SAP NS2 does not offer Visa sponsorships for this role.  All internals must have manager’s approval to transfer. 

POSITION SUMMARY

The Customer Success Advocate plays a critical role in delivering high quality support to clients and internal teams across all lines of business. This position is responsible for assisting users with customer portal navigation, investigative work, troubleshooting issues, and collaborating with internal departments to ensure a seamless support experience. The ideal candidate is customer focused, self-motivated and passionate about continuous learning. A strong emphasis is placed on relationship building, communication, proactive case management, and strict adherence to customer security protocols. Success in this role requires a detail-oriented team player who is committed to providing exceptional service and ensuring customer satisfaction.

 

Responsibilities and Tasks

• Display exceptional customer service when providing inbound and outbound (phone, email, chat) support and resolution to customers (external and internal)
• Represent SAP NS2 in a positive and fair manner with timely updates and knowledgeable answers while acting as a customer advocate
• Act as a primary point of contact for assigned customers and develop a regular cadence ensuring open lines of communication
• Diagnose and anticipate current and future customer learning needs and provide assistance with both
• Obtain detailed and accurate information relating to the business impact of customer's issues utilizing effective questioning/troubleshooting techniques
• Act as a de-escalation liaison during production down or go-live situation while collaborating with internal support teams, the customer and key stake holders involved.
• Manage or participate in improvement or prevention projects to improve the quality of the customer support organization
• Leverage organizational tools (CRM), services, methodologies, and best practices to ensure customers’ success.
• Develop strong working relationships with cross-functional teams within the organization.

 

 

 EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Associate or Bachelor’s Degree Preferred
• United States Citizen is a requirement. We do not allow dual citizenship.(?)

• 2 years customer-facing work experience
• Experience CRM tools preferred
• Experience with creative problem solving for customers
• 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)
• Ability to work within structured time frames
• Maintains accuracy and thoroughness in all tasks
• Strong organizational skills with a focus on quality

 

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team eth