SAP Client Support Manager

**Who you are**

You are a successful and experienced customer success or relationship executive, who loves engaging with people and excels at conveying the value of the solutions you offer. You are a likeable, passionate, and driven “people person”, who can develop and cultivate long-lasting relationships, even remotely, and who has an eye for identifying issues areas and taking proactive steps to resolve issues and manage risks. You are an effective communicator.

You thrive in a fast-paced, dynamic environment where priorities change rapidly.

You are experienced with the SAP ecosystem, have broad knowledge of SAP solutions, solution architecture, and the latest developments in the SAP solutions domain, and you can demonstrate the following:

- Deep and broad SAP solutions knowledge and know where to look to find SAP solutions content.
- Familiar with SAP’s value proposition, business challenges and customer opportunities.
- Ability to build and cultivate relationships across geographical, cultural, and motivational boundaries.
- Ability to listen to and empathize with the client’s challenges and be proactive in findings resolutions.
- Ability to engage with all stake holders, support groups and teams and ensure effective collaboration.
- Competitive and determined self-starter.
- Natural curiosity and capacity to learn and grow.
- Excellent written and verbal communication skills. This includes being an attentive and empathic listener and a persuasive speaker and writer.
- Demonstrated ability to connect with people and understand their objectives and motivations.
- You are authentic, consultative, and creative in your approach with co-workers, partners, and customers.

**Who we are**

We are Convergent Information Systems, a growing software and services provider, headquartered in Calgary, and with a focus on business innovation in and around the SAP ecosystem. Founded in 2002, we are an SAP design, build and sell partner at the leading edge of user experience design. We help our customers deliver impactful and innovative technology solutions that transform the way they do business.

At ConvergentIS we have a spark - a code, a way we work, a way we behave - and this spark is at the core of our success. It is more than a value statement - it is our culture. Our spark means:

- Performing exceptionally and achieving high standards at every opportunity
- Enabling our customers and our team members
- Being flexible and innovative
- Maintaining a strong alignment with our goals and values

ConvergentIS offers a comprehensive and competitive benefits package, as well as flexible work arrangements.

**Role Description and Duties**

The objective of the role is to broaden and deepen the relationship between ConvergentIS and SAP, and identify shared interests and opportunities, leading to additional revenue generation that can be attributed to individual relationships within SAP and that strengthens our partnership with them.
- Engagement Delivery - manage operations support teams to exceed client expectations, meet agreed-upon Service Level Agreements and KPIs, provide performance reporting to client, perform resource planning, manage project financials, and resolve issues.
- Oversee Tier 1, 2, and 3 support services for multiple SAP-centric clients
- Provide leadership and support to direct reports that enable them to be successful in their roles and grow within their domains
- Manages a team and client relationships to deliver outstanding client solutions
- Manage support personnel on a day-to-day basis
- Advanced knowledge of different support models and support processes including incident management, problem management, release management, change management, SLA/KPI mgmt, etc.)
- Evaluation of Support Personnel
- Triage incoming Incidents and Service Requests to determine the appropriate routing and resource(s) to resolve
- Manage resolution of Incidents and Service Requests.
- Proven ability to lead multiple workstreams simultaneously
- Demonstrated ability to take initiative and interact with all levels of management
- Report key weekly and monthly support performance metrics to all stakeholders, both internal and external
- Manage client relationships on Managed Support Services engagements
- Help in establishing and exceeding customer satisfaction goals
- Handle escalations as required
- Work with both Project and Product Development Teams as required
- Coordinate releases of new functionality for Product Apps to existing customers
- Facilitate knowledge transfer from Project Team(s) to Support Team for ongoing support
- Business Development - Develop re-usable collateral that can be used in other AMS engagements, stay abreast of latest technology to provide on-going advice to clients, lead automation/RPA and innovation activities, develop client references through building trust and exceeding expectations

**Experience**
- University Degree Preferred
- 5+ years of demonstrated leadership expe