Intern - Critical Customer Engagement

internship - full time, paid

SAP
Pittsburgh, PA
Closed
Posted 47 Days ago
SAP
Pittsburgh, PA
internship - full time, paid
Posted 47 Days ago

Description

As a key part of SAP Ariba, Critical Customer Engagement (CCE) is an organization whose mission is to convert important customer situations from critical exception to normal business operations. The CCE team engages with the most valuable and visible SAP Ariba customers, often in critical and time-sensitive situations. This is a role that focuses on urgency, action, and communication. EXPECTATIONS AND TASKS This role is within the Customer Escalations team, which manages escalation requests from our key customers in SAP Ariba. This role is intended to interact with all the Global Customer Escalation Managers and the Program Team to assist with reporting on metrics, establishing processes, developing templates and creating brand marketing materials. Key tasks include but are not limited to the following: - Reporting – Executive visibility for the escalated customer portfolio - Brand marketing – Creating marketing content through PowerPoint, videos, and internal social media outlets; maintaining communication materials - Developing process that lead to consistent delivery of customer escalation management practices across the teams - Learning to work in high-stress/demand environments and manage expectations - Leveraging SAP Ariba tools, services, methodologies and best practices to support successful escalation management - Initiating and overseeing internal processes for customers facing critical situations - Analyzing data for correlations on root causes of escalations and team KPIs EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES - Customer-centricity and focus on quality - Ability to communicate and present effectively with individuals at all levels, internally and externally, with appropriate discretion where required. - Intercultural sensitivity: SAP ARIBA CCE is a global team and interaction with customers worldwide is required - Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic) - Project Management, Data Analytics and/or Marketing experience are advantages

Skills

microsoft powerpoint, social media, data analysis, communication, organization, project management, sap, brand development, education, analytics, agile methodologies, web content, focus, teamwork, facebook

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