Senior Cloud Exception Management Process Specialist

Senior Cloud Contract Exception Management Process 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.

PURPOSE AND OBJECTIVES:

GCF’s mission is to support our Customer Success organization with a holistic deal support experience, delivering end-to-end Commercial Finance Services, to ensure that our customer success is sustained for the long term through high quality, profitable and compliant commercial contracts.

In the workstream of Cloud Contract Exception Management, we will establish an extended team to be support our core team in delivering against critical sales support targets. The team will be responsible for Cloud Contract Exception Management compliance review, process enhancement and operational governance. It will drive standards adoption and quality initiatives within the cross-product operations scope for all SAP cloud products.

EXPECTATIONS AND TASKS:

• Review exception requests, swiftly and thoroughly for standards and guardrails compliance
• Drive programs for contract exception approval automation and to significantly reduce risk
• Prepare consumable and audience-appropriate content for enablement and validation of our stakeholders
• Define and implement controls, verify that evidence is collected and documented centrally by cloud products
• Ensure contract adherence to established product operations standards.
• Improve review times, review completion rate, automation degree, … with LoB/product specific operations teams
• Support sales and field escalations with regards to quote completion and delivery
• Manage key messaging related to standard and exceptional cloud contract clauses
• Identify and drive process improvement projects/initiatives
• Enable sales teams on potential risks and pitfalls
• Support audit controls/findings related to contract exceptions management process

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

We are looking for people with strategic thinking, superior problem-solving skills, and a strong professional track record of results. In addition, we place high value on relevant personal qualities: resourcefulness, results-orientation, high energy, empathy, and self-confidence while being a team player.

• In-depth understanding of SAP’s business and market position related to SAP’s cloud product offering
• Excellent analytical skills, i.e., being able to grasp and structure complex problems and perform conceptual work
• Ability to deliver highest quality work under time constraints and in rapidly changing environments
• Highest level of flexibility, integrity, and confidentiality
• Strong focus on customer and employee experience and their continuous improvement
• Ability to deep dive into topics to gain a full understanding of our complex processes and scenarios
• Experience in collaborating with various cultures across multiple time-zones

WORK EXPERIENCE

• 5-8 years of experience in contract reviews and presenting the legal overview in a clear manner. Being able to handle a large volume of legal review requests
• Knowledge of SAP products and services would be useful
• Work experience in business management, technical operations management/process design, or related field required
• Strong knowledge of JIRA, Harmony Quote, CRM, and other work management systems, required
• Experience in day-to-day interaction with multiple stakeholders across various time-zones and driving initiatives across board areas
• Knowledge and experience with SAP cloud portfolio, sales processes, and customer cloud operation
• Strong skills Microsoft Office (Teams, Word, Excel, PowerPoint, Outlook), and willingness to learn new applications
• Strong sense of urgency and experience managing risk and an open-minded personality
• Proactive and independent working style, goal-orientation, and affinity…