Business Support Specialist at SAP

The primary objective of the role is to be a trusted advisor to the CSS Management Team. This role enables the intersection of Strategic Thinking and Precision Execution through seamless engagement with the business.  The holder of this role will take a highly professional and inspired approach that will ensure high quality execution of the standardized operating model.

Customer experience

• Develop trusted advisor relationship with the MU Services Sales, Delivery, Cloud Post Sales and leadership team
• Contribute to the roll out of the Tools and Process in the MU CSS Business in alignment with the Global methodology

One Team

• Ensure alignment of CSS Field Operations to the Customer Engagement Value Generation (CEVG) model
• Support CSS and Sales Operations to work closely together
• Drive the engagement between Customer Success MU Operations, local Controlling, EMEA South CSS Field Operations, Shared Service Centers and other regional teams to maximize their effectiveness

Support and Drive Business Execution

• Support the achievement of the CSS business KPI’s (Revenue, Contribution, Headcount, Utilization, Backlog accuracy and leakage, Project profitability, Adoption, Consumption & Renewals)
• Provide insightful deep dive analysis of areas for performance improvement

Ensure all forecasting and business planning deadlines are achieved

• Interact as intermediary in the forecasting process between Business Management and Controlling, keeping an overview on entire forecasting process.
• Follow up on entire closing process going from Latest Estimates to monitoring they monthly closing process in a proactive way
• Be trusted advisor for the Market Unit Cloud Success Services Head allowing him/her to make fact based decision and reach perfect business predictability and drive.
• Support business execution and performance through implementation of the CEVG, managing and driving core operational processes

GTM

• Execute the CSS operational cadence to ensure a strong tracking discipline in all areas but especially on Delivery (utilization, headcount, bench, Backlog, Project, revenue from pipeline etc.), Sales (pipeline hygiene, pipeline KPIs, coverage analysis, sales GTM, deal execution) & Cloud Post Sales (Adoption, Consumption, Chrun/Renewals)
• Drive data quality and completeness in core systems

Simplify everything so we can do anything

• Propose simplification and standardization of MU processes (Operations scope of work) to drive agility and speed of execution
• Adopt a system-driven approach to supporting the business – utilizing Global and Regional tools
• Adopt and reinforce a “single source of the truth” ethos
• Proactively identify non-standard MU reporting, processesand tools to ‘sunset’.

Requirements:

• Final degree (e.g. business administration, finance, accounting, economics, mathematics, computer sciences) or equivalent work experience
• Fluent English
• 10 years minimum experience in the IT Services industries, ideally in controlling or project management
• Proven ability to deliver an operations service to business stakeholders
• Works effectively in a matrix, fast moving and continually changing business environment
• Ability to proactively challenge business leaders in supportive way to improve performance
• A high level of communication, presentation and influencing skills
• Demonstrates a thorough knowledge of the consulting business model in a software environment