SAP Senior Services Engagement Engineer 

United States, Arizona, Tempe 

195419499

Core tasks:

• Understanding the customer’s business goals and Business Analysis
• Determine Engagement Setup, Strategy & Governance Customer Stakeholder Management, including c-level interactions, with frequent face-to-face interactions
• Engagement Development, Management & Planning of services to be delivered (establish an Engagement Roadmap with detailed KPIs)
• Management of commercial aspects of engagements for customer satisfaction and reference ability
• Accountability for financial aspects of the customer engagement including forecast accuracy, revenue achievement, run rate, and margin
• Engagement Delivery: Definition and Coordination of services to be delivered via SAP-Organization (e.g., COE Team, etc.), including resource management & governance
• Anticipation and identification of risks and top issues, including mitigation planning
• Escalation Management for critical situations
• Documentation and reporting of engagement status SAP internal Stakeholder Management (development, services, sales)

Customer Understanding and Situation Analysis

• Understand the customer's business (e.g., business challenges and pain points, industry specifics)
• Understand the customer organization (e.g., stakeholders, implementation partners, service providers) and how that organizational structure may affect the customer's success with SAP >
• Understand SAP's status at the customer's enterprise (e.g., current contractual footprint and adoption, past escalations, customer feedback provided to SAP and potential future footprint to meet customer needs)
• Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery

Engagement Setup

• Explain the scope of the engagement with the customer
• Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan
• Understand goals and Key Performance Indicators (KPI) for the engagement
• Agree and implement governance model (e.g., meeting cadence, escalation path) > Expedite SAP's collaboration platform at the customer
• Explain the initial action plan to the customer as the starting point for the engagement

Engagement Governance

• Align action plan with the account team and other internal stakeholders as required
• Contribute to executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered
• Understand engagement performance expectations and adhere to delivery standards and KPIs

Engagement Development

• Highlight opportunities outside own area of responsibility to the account team
• Support customer retention and Premium Engagement contract renewals

Customer Relationship Management

• Establish a trusted relationship with customer
• Own the communication of relevant topics between the customer’s organization and SAP during the engagement lifecycle
• Support capturing customer experience (reference calls, videos, success stories, etc.)
• Align, schedule, trigger, and follow-up on customer feedback (e.g., Qualtrics Surveys)

Engagement Management and Planning

• Know the customer entitlement while adhering to entitlement or contract guidelines >
• Use the supporting ecosystem to find relevant SAP portfolio items to accelerate adoption and maximize customer value whilst supporting SAP delivery efficiency
• Manage a long-term engagement plan based on customer’s solutions, projects, and top issues
• React on short-term needs when having to avoid issues

Anticipation and Identification of Risks and Top Issues

• Identify and assess potential issues and risks related to SAP solutions, associated business processes, and customer initiatives
• Provide advice on issue resolution
• Involve SAP experts, as well as experts from the customer and partners if deeper expertise is required
• Create an action plan for root-cause analysis and resolution of the customer's issues and top issues Support the preparation of executive briefing to provide background and status on high profile customer top issues
• Document top issues to provide transparency on status and progress throughout SAP

Escalation Management for Critical Situations

• Understand importance of all issues raised, and recommendations given to the customer
• Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables
• Escalate critical situations to SAP and customer management when required
• Highlight churn or maintenance at risk situations Engagement Delivery
• Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Premium Engagement services
• Follow up service deliveries to ensure value realization and visibility of value delivered to customer

Documentation and Reporting of Engagement Status, Action, and Value

• Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front office team
• Enter and update the customer's information and status in respective systems
• Promote Most Relevant Supporting SAP Processes and Tools
• Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable
• Provide support on first steps to ensure a seamless onboarding
• Instruct customer on SAP's Support processes to drive efficient incident resolution

Internal Feedback

• Provide feedback to processes and highlight improvement potential for SAP engagements

Experience & Educational Requirements

• Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches
• Can understand customer solution landscapes
• Understands solution landscape management and typical issues at larger enterprises
• Has a good understanding of the SAP technology, solutions, and services
• Has a very good understanding of SAP tools and processes
• Has a good understanding of cloud delivery principles and methodologies, including but not limited to SAP Activate

Education

• Bachelor’s degree in computer science, Science, Mathematics, Engineering or similar

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