Responsible for the execution of a comprehensive service plan with a focus on innovation.
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 referencability
- 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)
Accountability
- Responsible for delivery of outcome of assigned projects or areas of responsibility
- Internally recognized senior on complex technical and business matters
- Works on large, complex activities, using demonstrated creativity and expertise and applying specialist professional knowledge to deliver high quality results / technical solutions
- Collaborates in devising long-term concepts
- May include team lead or supervisory responsibilities
Complexity
- Contributes independently, resolves complex issues in own specialist area (e.g. cross-functional or cross-country projects)
- Works independently on topics while setting priorities having sole responsibility
- Provides regular project status and updates
- Decisions/solutions can enhance essentially current and future design and strategy
- Enhance complex systems & processes
Experience
- Advanced technical or business skills and special knowledge in one / several areas
- Individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations
- Typically, several years’ experience with increasing amount of responsibility
Communication
- Builds and maintains partnerships with internal and external customers and partners
- Contributes actively to build common ground for cooperation
- Communicates clear and conveying processes & policies in a way that others can understand
- Communicates relevant messages in a timely manner and with constructive feedback to cross functional colleagues & managers
Customer Understanding and Situation Analysis
- Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery
- Understand the strategic direction of the customer and the industry sector the customer is operating in
- Watch SAP innovation, the market and technology development to identify innovation potential for the customer
Engagement Setup
- Align and refine the scope of the engagement with the customer
- Define and agree with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan
- Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer
- Define initial action and service plan with the customer as the starting point for the engagement
Engagement Governance
- Align with account team to define and position collaborative service offerings from SAP
- Align with other internal stakeholders as required
- Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered
- Manage engagement performance regarding delivery standards and KPI
Engagement Development
- Within own area of responsibility identify opportunities at the customer and create a value proposition
- Drive customer retention and Premium Engagement contract renewals
- Drive positioning of SAP's strategic initiatives and focus topics to the customer
Customer Relationship Management
- Establish a trusted relationship with customer
- Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle
- Capture customer experience (reference calls, videos, success stories, etc.)
Engagement Management and Planning
- Own and manage the customer entitlement while adhering to entitlement or contract guidelines
- Know relevant SAP delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency
- Define and align a long-term engagement plan based on customer’s projects and top issues
Anticipation and Identification of Risks and Top Issues
- Identify and assess potential issues and risks related to SAP solutions, and associated business processes and customer initiatives
- Provide advice on issue resolution or risk mitigation
- Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.
- Prepare executive briefing to provide background and status on high profile customer top issue(s)
Escalation Management for Critical Situations
- Understand and judge importance of all issues raised, and recommendations given to the customer
- Condense issues to top issues and ensure resolution thereof according to engagement deliverables
- Escalate and manage critical situations to SAP and customer top management when required
- Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP
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
- Ensure up-to-date customer information and status is captured 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
- Instruct customer on SAP's Support processes to drive efficient incident resolution
Training and Mentoring Tasks
- Review and participate when needed in presentations given to the customer senior management
- Give input on functional and personal skills training plan to other colleagues in the engagement
Internal Feedback
- Leverage existing channels to provide input to the SAP organization to optimize solutions or offerings
- Provide feedback to processes and highlight improvement potential for SAP engagements
Experience and 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
- Bachelor’s degree in computer science, Science, Mathematics, Engineering or similar
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