Customer First Business Insights Analyst
BC, Canada – Employee, Full-Time
Title: Customer First Business Insights Analyst Job
Location: Global, BC, CA
Requisition ID: 223718
Work Area: Sales
Expected Travel: 0 – 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Key Areas of Responsibility and Tasks
Customer First is a global organization responsible for SAP’s multi-billion dollar on premise and cloud reoccurring revenue business. The business includes multiple customer engagement executive teams, an on-premise renewals team and a global center of excellence unit for customer engagement. The team covers and supports every region and market unit in the company. The primary mission of the Customer First team is to drive customer loyalty and adoption of SAP solutions by focusing on business outcomes and customer satisfaction. The team provides training and information about solution features and functions, resolves issues and educates customers on latest releases and value. This in turn drives lifetime customer value and reduces churn for SAP.
Customer First is also leading a cultural shift from a sales orientation to a customer orientation that impacts our employees, partners and customers around the world. This is instrumental to SAPs transformation from a traditional on-premise software company to a Cloud, Platform and Customer Experience Management Company. As we continue to develop the end-to-end customer success focus of Customer First, it is important that we manage our business performance with an integrated One Customer, One Team view. To support this objective, we have established a Business Insights team within the COO Office of Customer First. This team will be responsible for the measurement and analysis of Customer First business performance as well working with the field teams to drive improvements to positively impact customer success outcomes. This team will work across Board areas to ensure we have the information necessary to effectively manage Customer First and provide our leadership and field teams with the insights needed to deliver the Customer First promise.
The team will initially focus on establishing measurement, reporting, and analysis capability for the Customer First KPIs as well as improving the effectiveness of our business reviews to ensure we have proper transparency into business performance. Once this is in place, the team will then be able to focus on supporting our field teams with the insights necessary to improve execution of our customer success processes and deliver better customer outcomes as a result.
The Business Insights Analyst will be responsible for supporting these initiatives and working to on designing reports, dashboards, and communications. The main focus of this role is to help with driving internal initiatives that help the C1 organization to focus on recurring revenue protection and increase customer satisfaction.
Primary responsibilities include:
Assist with tracking a set of business performance leading and lagging KPIs that help us shape the culture and focus across C1 and SAP with emphasis on opportunities for increased transpare…
Customer Service , Analyst
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