About Us SAP Fioneer builds software and platforms that enable banks, insurance companies and challengers to run, transform and grow - cost-efficiently and at scale and speed. Backed by global technology leader SAP and entrepreneurial investor Dediq, we combine the speed and agility of a start-up with the experience and capabilities of a best-in-class software company. We aspire to be more than just a vendor: a reliable and safe pair of hands that is there today and tomorrow to put financial services organizations at the cutting edge. As a global business with 1,000 employees in 22 offices, and over 800 customers across 17 countries, SAP Fioneer's pioneering spirit is fueled by bold creativity and underpinned by its rock-solid technology. YOUR ROLE Located anywhere within the named countries as a Customer Success & Engagement Manager, you are the trusted adviser to our customers and ensure customer satisfaction. You will be diligent about ensuring quality services to satisfy customer needs and resolving complex situations throughout the customer lifecycle. Your Responsibilities Primary contact for the customer including point of escalation. Understand the customer business, goals and challenges to guide resolution and provide quality support and services. Ensure fulfillment of contractual obligations with your customer including Service Level Agreements, customer satisfaction and process efficiency within service delivery. Monitor progress and availability of service and support team, helping determine priorities and manage challenging customer situations. Manage proactive delivery of service plan and reactive support requests. Drive end-to-end customer engagement including commercial responsibilities (costs and profitability), customer expectations, reporting and invoicing. Protect and grow engagement scope, identify cross and upsell opportunities. Requirements YOUR PROFILE Strong experience in support processes, compliance and project management, especially in supporting production environments. Strong experience in SAP Banking environment including Cloud Delivery Models. Strong experience in stakeholder management at all levels delivering clear status on service delivery and efficiency. Confident and impactful communicator and manager of senior stakeholders, able to clearly explain the program to non-technical and technical audiences. Experience planning and coordinating technology resources balanced against operational needs. Open-minded, innovative thinker and adaptable to changes, enjoying working in an agile environment. Proficient in English and preferably Italian. Skills Thought Leadership: Ability to guide, inspire innovation, motivate others, share knowledge, and drive agreed goals based on expertise and industry perspective. Innovative Thinker: Ability to generate new and original ideas and solutions that break away from traditional thinking patterns. Good communication and presentation skills: Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders. Industry Knowledge: Expertise in business processes, ideally in financial services. Team Player: Ability to build strong relationships with team members. Benefits WHAT WE OFFER Opportunity to shape the fast-changing financial services landscape. Flexibility to work and gain experience in different areas of the company as you grow your career. Fast-paced start-up type culture with an experienced team, strong brand, and enviable product portfolio. Work with some of the smartest and most driven individuals around the world. Competitive compensation package and countless growth opportunities. Flexible working policy, so you can work when and where it's comfortable for you. Unparalleled impact, exponential growth, bold innovation, and constant development. Lean hierarchy environment with focus on your growth in providing individual career paths. WELCOME TO THE WORLD OF FIONEERS At Fioneer, we combine rock-solid technology with bold creativity. We work in partnership with our clients to build a financial ecosystem that is resilient, inclusive and future-fit. We are investing and building the financial services platforms and offerings that can help our clients succeed in the fast-changing financial services industry. Join us if you want to be part of creating the FSI world of tomorrow and enter into a future-proof career. J-18808-Ljbffr