This customer-facing position represents FIT to external SAP customers with primary responsibilities for all contractual and financial aspects for each assigned account. Primary objectives are customer satisfaction and retention and financial profitability for FIT.
*Ensure achievement of the SLA metrics, service KPIs and customer satisfaction *Interfaces with SAP customer resources to address any contractual questions or concerns *Consult with FIT Management to develop strategic and tactical plans for the account *Lead weekly, monthly, or quarterly customer meetings as needed *Create financially and technically complete and profitable supplemental proposals for additional services provided to customers *Support the sales team in pre-sales activities *Renew existing customer contracts *Establish governance model to ensure success
*Understanding of SAP *Experience working with multiple accounts *Ability to direct and coordinate efforts and actions across different functional service lines within the service unit to provide services as contracted by customer *Exceptional verbal and written communications skills; expertise in setting and managing customer expectations *Strong teamwork and interpersonal skills at all management levels *Understanding of how to leverage FIT capabilities to increase business *Experience in all or some of the following technologies, SAP , Oracle , HANA, Web, client/server, databases, network, telecommunication, storage, high availability and disaster recovery, job scheduling, asset management, lease management, software distribution and help desk services *Demonstrated understanding of operations best practices, including performance measurement, capacity planning, and all aspects of operational processes *Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence *Vendor negotiation and contract management experience
Minimum 10 years of experience in several Information Technology fields (Servers, Databases, Network, etc.) *Minimum 3 years of experience in SAP account customer management roles or equivalent *Three to five years of demonstrated technical management/supervisory experience in systems operations, most of the following occurred: (1) Demonstrated competency in strategic reasoning and leadership with strong abilities in relationship management (2) Demonstrated experience in financial management in the areas of budget, cost control and cost reduction measures (3) Demonstrated leadership of multidiscipline, high?performance work teams / groups whether local based or international (4) Experienced in working with SAP customers to develop solutions to complex business problems *Bachelor’s Degree in Computer Science or related discipline with an information technology focus, or equivalent technical training; advanced degree preferred *Best practices experience or certification desired (ISO, ITIL, COBIT, Six Sigma), including regulatory compliances (SOX, SAS, HIPAA) *Proven written and oral communications and presentation skills *Demonstrated experience in working with technology related external vendors
FIT America is a global leader in managed IT services and a brand of the Freudenberg Group. We specialize in helping companies optimize the mission-critical technology that runs their businesses, most notably SAP and Microsoft applications. From consulting to cloud hosting to solutions for digital transformation, FIT provides the managed services – and the security – smart companies need to run si...mple and be resilient in today’s constantly changing world. Customers choose FIT because we help them improve operations, boost efficiency and reduce overall risks and costs. They stay with FIT because we serve as trusted advisors who do the many small things that add up to one extraordinary thing: we make their lives easier. FIT. IT Solutions. Simplified.