PURPOSE AND OBJECTIVES
- This newly created position (based in Chengdu/Dalian) will be responsible for Building the communities of SAP Developer Network (SDN) and Business Process Expert (BPX) in the APJ region. He/She will be part of the Global Ecosystem and Partner Group. The pilot countries would be China and Japan with Korea to follow.
- The objective will be to assist in evangelizing the SAP Community Networks of SDN and BPX in China and Japan by designing innovative programs that will actively encourage participation of Customers, Partners, and SAP Employees.
- The role requires strong Business Development, Project Management, People Management and out of the box thinking skills. The initial activities will revolve around establishing and managing online Forums in the native languages of Chinese and Japanese.
EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES
- Bachelors degree or above in Computer Science, Information Systems or equivalent experience
- Ability to cultivate positive relationships with internal and external customers; Ability to influence customer satisfaction via new process, initiatives and communication
- Strong project management skills. Ability to multi-task and meet tight deadlines
- Ability to effectively work with customers / clients in all hierarchical levels of a company
- Ability to handle and deal with critical customer escalations. To include the ability to create an effective action plan to resolve customer escalations in an efficient and timely manner
- Ability to collect ideas, whether they are business oriented or technically oriented, and get ideas across effectively to management, colleagues, or subordinates
- Demonstrates and excellent background and aptitude for technology
- Possesses good teamwork skills, and is able to participate in project teams in a leader or sub-leader role
- Effective organization and time management skills. Also able to handle stress in a calm manner
- Understands Web 2.0 Technologies and is comfortable talking about them
- Can speak and write fluent in Japanese. Can read and write in English
- Optional: Knows about the cultural differences and how to address them
EXPECTATIONS AND TASKS
- Forum Administration - This would include proactive identification of the need for new Forums and working with Global Colleagues and Local Stakeholders to create and manage them.
- Build and Grow the local community - Reach out to the SAP community of Customers, Partners and SAP Employees through the Forums, events, and other online/physical opportunities to encourage them to sign-up for the SDN/BPX communities and actively participate.
- Community Liaison - Support Forum members by helping them find the right information they are looking in SDN/BPX or by forwarding their query to a Subject Matter Expert within SAP.
- Escalates or reports problems to the appropriate departments when necessary and applicable
- Is a Customer Advocate, interested in providing the highest quality of customer service whilst providing good business value
- Helps identify and report root cause issues and ways to improve the process by which we service customers or improve the product
- Proactively work with local stakeholders and the Community Network Marketing team to define programs and initiatives that will help increase the growth of the community and the value derived by the members
WORK EXPERIENCE
- 4+ years customer service management experience
- Experience in managing and monitoring professional level personnel in a supervisor capacity a plus
- 3+ years sales technical support and / or consulting / integrating experience in the application, tools, middleware, or database technologies is highly desirable
- Excellent knowledge of Microsoft Office Applications, most notably Microsoft Excel, Microsoft PowerPoint, and Microsoft Word. Good working knowledge of Microsoft Project is required
- Ability to give product demonstrations and corporate / technical architecture presentations to external and internal customers
- Technical experience with client / server systems, networking, 3-tier architectures, or connectivity is required
- Customer Support experience resolving cases
- Optional: Some legal & IP related knowledge
- Good understanding of the SAP Product Portfolio and SAP Solution Architecture
- Work location: Chengdu / Dalian
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