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SAP Senior Services Engagement Engineer 
United States, Arizona, Tempe 
195419499

24.06.2024

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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