Be the next big change > Dassault Systèmes

Be the Next Game Changer

SAP BO Reporting

India, MH, Pune Regular 7/19/2022 528166

Ensure Customers, Partners, Users satisfaction by fostering sustainable relationships to capitalize and share Knowledge and Know How.

[Cloud activity]
[IMAGINE]
•    Propose relevant enhancements by understanding user behavior and feedbacks. 
•    Understand the portfolio plans, committed values, and position user answers to questions in this context 
•    Identify needed Get Well Plan from user feedback

[CREATE]
•    Understand user requests, engineer and provide the answers according to support SLA
•    Maximize the sharing knowledge and know-how in answers
•    Create an Incident Report to R&D development organization when needed for OOTB issue
•    Validate the proposed OOTB correction before sharing to the customer  

 

[PRODUCE]

•    Create Technical Knowledge content based on plan defined by Technical Knowledge Managers
 
[USE]
•    Manage production down situations as part of the Return To Operation process for mission critical systems with appropriated communication and resolution plan
•    Help partners in their support duties and monitor their SLA [for manager]
•    Activate Security incident management process  in case of any security alert
•    Alert proactively any users dissatisfaction  
•    Execute Cloud Users Preventive services
•    Communicate to users on Cloud availability

 

[ADVOCATE]
•    Communicate to users the “what’s new” for used roles
•    Identify upsell opportunities within users interactions


[On Premises activity]
[PRODUCE]
•    Create Technical Knowledge content based on plan defined by Technical Knowledge Managers

 

[USE]
•    Understand user requests, engineer and provide the answers according to support SLA
•    Maximize the sharing knowledge and know-how in answers
•    Create an Incident Report to R&D development organization when needed for OOTB issue
•    Validate the proposed OOTB correction before sharing to the customer  
•    Manage production down situations as part of the Return To Operation process for mission critical systems with appropriated communication and resolution plan
•    Help partners in their support duties and monitor their SLA [for manager]
•    Activate Security incident management process  in case of any security alert

•    Experience on user support/Customer Success Management
•    Customer Deployment and / or R&D background 
•    Experience in a Domain / Industry

Hard Skills

[Support]    

  • Customer relationship management    
  • Performance Testing methodologies and Tools    
  • Troubleshoot    
  • Guarantee customer satisfaction    

    
[Investigate & Improve]    

  • ICT problem management techniques    
  • Apply crisis management  
  • Solving Problems

[Manage]    

  • Solution deployment

Soft Skills

 

  • Flexibility
  • Accountability
  • Leveraging Diversity
  • Planning and Organizing
  • Customer focus
  • Time Management

 

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