Spinnaker Support

• Monitor and assess global tax and regulatory changes, including e-invoicing, VAT/GST, withholding tax, statutory reporting, and country-specific compliance deadlines. • Review legislative publications and tax authority guidance to determine impact on client environments. • Translate regulatory requirements into functional SAP solutions, including tax procedure updates, e-invoicing configuration, reporting changes, withholding tax adjustments, and payment format updates. • Assess cross-module impacts across AP, AR, GL, Fixed Assets, Procurement, and reporting. • Configure and implement changes in SAP ECC and S/4HANA, perform testing, support UAT, and coordinate deployments across Development, QA, and Production. • Deliver solutions on time to meet regulatory deadlines and provide post-go-live support. • Serve as the primary client contact for compliance matters, conduct compliance reviews, and maintain documentation for delivered changes.

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP and VMware. We have an immediate need for a Customer Success Manager (CSM) to join our team in the Philippines. As a Customer Success Manager for Enterprise and Strategic accounts, you will own the relationship and account management activities for high-value customers. Your mission is to build long-term partnerships, ensure customers realize the full value of our services, and drive business retention and growth. Reporting to the Sr. Director of Customer Success, you will act as a trusted advisor by understanding customers’ business and IT objectives, advocating on their behalf, resolving issues, and driving satisfaction and loyalty. Key Responsibilities Account Management - Manage a portfolio of Enterprise and Strategic accounts to increase renewals, reduce churn, and identify expansion opportunities. - Drive expansion revenue opportunities to closure partnering with other Go-To-Market team members when appropriate. - Develop and execute customized success plans aligned with customers’ global business goals. - Keep informed of the Spinnaker Support services portfolio and know how to translate our offerings into solving customer challenges and needs. - Drive lifetime customer value by anticipating needs and ensuring positive customer health scores. Customer Advocacy & Relationship Building - Serve as the primary post-sales contact for account questions, technical and security inquiries. - Lead customer escalations in partnership with cross-functional teams, driving resolution and continuous improvement. - Conduct regular business reviews with executive stakeholders to align our services with their strategic objectives. Cross-functional Collaboration - Partner closely with Sales to develop account plans and identify growth opportunities. - Collaborate with Marketing to support corporate initiatives, industry events, and customer references. Process Improvement & CRM Management - Maintain accurate CRM data including renewal, upsell, and cross-sell opportunities. - Support global renewal and retention processes while contributing feedback on service, process, and tool enhancements. - Help refine the customer journey by implementing standardized engagement points based on usage and satisfaction insights. Qualifications & Experience - 7+ years in customer-facing roles such as Customer Success, Sales, and/or Marketing with a strong track record of driving customer satisfaction and retention. - Experience managing complex enterprise accounts and building trusted customer relationships, ability to seek new relationships as needed for driving upsell. - Understanding of Oracle, SAP, and VMware ecosystems preferred, ability to grasp new technical services as they become part of our offering. - Excellent communication, negotiation, and presentation skills with the ability to engage at executive levels. - Proven ability to identify and close renewal and expansion opportunities. - Strong time management and prioritization skills to ensure timely and effective follow-up. - Proactive, hands-on approach with a passion for delivering seamless customer experiences and acting as a customer advocate. - Detail-oriented with consistent CRM hygiene and account lifecycle management expertise. - Ability to work effectively within cross-functional teams including field sales, implementation, and management. - Flexible and adaptable in a high-change environment; open to new concepts and continuous learning. - Self-motivated, curious, and creative with willingness to lead special projects. Location & Travel This is a remote position requiring travel to customer sites is approximately 10-20% annually (2-4 times quarterly). For California based applicants, see our CCPA policy here - Privacy Policy

• Oversee the onboarding of new customers for service delivery • Manage and facilitate all activities associated with Spinnaker Support’s process for onboarding new customers including archive activities • Cultivate strong working relationships with customers, third-party vendors, as well as many internal resources to facilitate the onboarding process • Serve as the main point of contact for customers throughout the lifecycle of the onboarding project and conducts regular project status meetings • Utilize superior organizational skills to act as the primary liaison between the customer and internal departments, to facilitate assigned tasks and positively represent Spinnaker Support objectives.

• Proactive hunting activity in assigned territory • Execute flawless Solution Selling sales engagements • C-level communications, presentations and sales • Lead and manage pursuit team consisting of subject matter expertise through a complex sales process • Own scope discovery activities • Consistently overachieve an attainable sales quota • Maintain necessary opportunity pipeline to support sales quota performance expectations

• This position is for a technical Service Delivery Manager. • Must have excellent customer Ownership and communication, friendly interaction, and a passion to help customers with their software issues. • Provide technical expertise required by Postgres support team. • Troubleshoot customer under break-fix support : Performance tuning, backup strategy, migration optimizations and DBA activities. • Drive customer satisfaction by tracking issues from start to closure. • Monthly Customer Review engagements to foster stronger technical relations.

• Responsible for developing and maintaining the operations of security products and offering within Spinnaker Support. • Define and deliver Spinnaker Support’s approach to security within the 3rd party support and managed service markets. • Provide guidance to clients on attack surface reduction strategies in relation to the SAP system landscape. • Identify, document, and guide clients in security best practices related to the applications, network and infrastructure of SAP systems. • Conduct assessments, analyzing results, compiling reports with actionable remediation recommendations. • Triage and respond to customer security inquiries.

• Provide onsite management of all Spinnaker client payroll updates including managing offsite resources. • Provide onsite SAP support for all HR / Payroll modules. • Develop strong support-based relationships with our clients, must have excellent customer focus and communication, friendly interaction and passion to help customers with their software issues. • Continuously drive customer satisfaction by tracking issues from start to closure, minimizing aging cases. • Support clients with customizations and provide implementation and best practices process support. • Must be able to work with global Spinnaker teams in all regions. • Occasional after hours, weekends and holidays support for urgent customer issues.

Lead technical support business in terms of delivery and customer satisfaction through services provided by the global SAP support team.

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for VMware, Oracle, SAP, JD Edwards and Microsoft. We have an immediate need for an experienced VMware L3 Support Engineer: Occasional after hours, weekends and holidays support for urgent customer issues. Must have excellent customer focus and communication, friendly interaction and passion to help customers with their software issues. Role skill requirements: Minimum 5 years’ experience across VMware core technologies at a senior support level. Experience in handling critical customer situations. Knowledge of NSX-T Architecture: Understanding Managers, Controllers, Transport Nodes, Edge Nodes, TEPs. Understanding of Logical Switching & Routing: Segment creation and management, Tier-0 and Tier-1 gateway design Understanding of Distributed Firewall (DFW) and Gateway Firewall (GFW): Micro-segmentation, Rule creation and optimization and Grouping objects and policies Understanding of Edge Services: Load balancer configuration, NAT and VPN. Knowledge of VMware vSphere is mandatory. Hand-on experience on vCenter, ESXi, VM networking and vDS (vSphere Distributed Switch). Knowledge of Rest API, Curl and Postman is mandatory. Understanding of the HTTP response code, able to craft Rest API call (GET, POST, PUT and DELETE). Knowledge of Certificates is needed. Understand the concept of Self-signed, CA certificates. Proficiency on Linux/UNIX is mandatory. Able to navigate the directories and filing system, to use shell commands in a troubleshooting environment. Proficiency in Networking is mandatory. In-depth understanding of L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, fire walling, load balancers, Security trust zones, Management Networks, VPN and network design Proficiency in Packet Capture/Wireshark is mandatory. Able to navigate through the complexity of the network virtualization. Familiarity with systems management concepts, processes and standards (e. g. SNMP); capacity/performance management and tuning; and storage and network management. Certifications required: Linux: LPIC-1, LPIC-2. Networking: CCNA, CCNP is a plus, VMware: VCP, VCP-NV, VCAP-NV is a plus We are committed to fair and equitable compensation practices. As such, compensation will ultimately be in line with the labor market data, and the location in which the position is filled. Final compensation for this role will be determined by various factors such as education, experience, knowledge, skills, and abilities of the candidate, and alignment with labor market data and geographic location. US - Pay Transparency $125,000 — $135,000 USD For California based applicants, see our CCPA policy here - Privacy Policy

• Provide remote-based SAP 4th level support for our global customers in various industries. • Resolve complicated issues requiring expert level debugging skills. • Develop strong support-based relationships with our clients, with excellent customer focus and communication, and friendly interaction. • Continuously drive customer satisfaction by tracking issues from start to closure. • Ability to troubleshoot customer issues remotely with extensive SAP experience and good analytic skills.