Summary: CallidusCloud is now SAP Sales Cloud, part of Customer Experience division.We help sales teams sell faster and perform better, using AI-driven software that transforms your company's lead-to-cash process. Our full suite of sales process tools includes sales automation, incentive management, Configure Price, Quote (CPQ), coaching and sales enablement. Team: Global Support Technical Support Engineers will work closely with the Global Support Team, customers and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with refined analytical skills to deliver the highest level of problem resolution to CallidusCloud customers, consultants and partners. SAP Sales Cloud is seeking a Customer Support Manager to join our team! This individual will manage our growing Customer Support team at our Hyderabad location. The Customer Support Manager will provide leadership to the team's technical staff, handle all matters of the team's work needs, manage day-to-day operations of supporting our customers, and ensure that we are providing best in-class customer service. Responsibilities: - Run our Hyderabad Customer Support Center operations to provide excellent customer support across the SAP Sales Cloud customer base. - Lead team of engineers in responding to problem cases submitted by customers via the Customer Support portal, chat, and phone. - Help manage escalations and serve as a lead resource in complex issues, guide colleagues in overall case flow management. - Coach the team in the use of systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product. - Work closely with the Global Customer Support Center leadership team to maintain operational parity. - Provide feedback internally and to customers on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product. - Deliver on key Customer Support Team metrics (SLA, Customer Sat, Net Promoter Score, etc.). - Drive team's pursuit of excellence by successfully executing Customer Support goals and initiatives. - Maintain a high-performance team, including mentoring, training, goal setting, coaching, developing, delegating and accountability. - Ability to work in shifts outside of India's standard business hours Qualifications: - Bachelor's Degree in Computer Science, CIS, MIS, or STEM courses; Master's Degree a plus. - 8+ years of technical support and service management experience with at least 1 year of leadership or supervisory experience. - Experience working in cloud-based service and technology environment strongly preferred. - Foundational knowledge of technology components such as: - Relational databases (such as HANA, Oracle, SQL Server, etc.) - Linux and Windows operating systems - SQL and stored procedures (PL/SQL, T-SQL) - Java language including XML, Servlet, EJB APIs - Scripting programs e.g. Python, Groovy - Web Application servers e.g. Tomcat - Excellent customer relationship and communication skills; written and verbal. - Excellent problem solving and listening skills. - Strong attention to detail, goal-oriented, and self-motivated.

Hyderabad

SAP Labs - Product Support Manager 

SAP Labs - Product Support Manager  ,Job Description for SAP Labs - Product Support Manager  in SAP Labs in  Hyderabad for (8-12) years of experience. Apply Now!

Job Description for SAP Labs - Product Support Manager  in SAP Labs in  Hyderabad for (8-12) years of experience. Apply Now!