CBS- Business Support Specialist

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

The Customer Business Support (CBS) team plays a vital role in supporting the Sales Function of the SAP Customer Success Services (CSS) business. The CBS team aims to reduce administrative burden on front-line sales staff, enabling them to concentrate on customer-facing activities. As a CBS Specialist, you will familiarize yourself with standardized processes and handle various tasks, including triaging requests, generating sales contracts, managing deal systems, facilitating approvals, and collaborating with counterparts and resource management teams

Responsibilities:

• Supporting Professional Services/ Premium Engagement and Training and Adoption Services
• Efficiently handle incoming requests through a shared email inbox and provide sales contracts (Order Forms) to customers.
• Collaborate with requestors to gather the necessary information required for deal processing.
• Utilize the SAP Harmony deal system and SAP CRM system to set up deals and quotes accurately.
• Initiate approval requests for quotes within the Harmony System.
• Generate standard pro-forma contracts by populating information from quotes into the Order Form.
• Support deal processing and triage by working closely with in-country counterparts.
• Coordinate with the resource management team to identify suitable resources for deals.
• Submit Services Order Forms to customers or opportunity owners and ensure timely completion and receipt of the signed documents.
• Take ownership of opportunity triage, scope verification, deal creation, quote generation, deal approval, Order Form creation, Order Form issuance, Order Form countersignature, deal closure, and handover to delivery.
• Escalate/alert designated managers in case of unmet outcomes or significant delays.
• Provide support for deals across English-speaking countries while gradually gaining knowledge of country-specific intricacies and key support staff within the broader region.

Key Attributes:

The role is demanding and service oriented. Existing knowledge of the CSS business and SAP Systems (Harmony Quote/Deal/C2/OPUS/CRM and Contract Management System) is highly valued. The team emphasizes accountability, and successful members actively support one another. Commitment, application, and team-oriented mind set is essential.

• Personal Organization: The role involves managing a high volume of deals simultaneously, in various stages of processing. Effective organizational skills are crucial for success.
• Bias for Action: Confidence in engaging with new individuals to obtain missing information necessary for deal completion.
• Critical Thinking: While adhering to standardized processes is essential, the successful candidate should understand the work content and question its validity when required. This entails reading and comprehending tasks rather than simply following routine procedures.
• Stakeholder Management: Ability to establish clear expectations with stakeholders and consistently meet them.
• Strong written and verbal communication skills in English and the required secondary language.
• Ability to follow a structured process for capturing customer requirements.
• Proficient usage of internal SAP systems as per instructions.
• Self-management abilities with minimal supervision.
• Proficiency in Microsoft Office tools, including Excel, SharePoint, PowerPoint, and Word.
• Previous experience in sales support activities or a background in operations/accounting is highly regarded.
• Desire to work collaboratively within a team, offering support to colleagues and building trust and competence in the role.

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

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Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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Requisition ID: | Work Area: Sales Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid