Core tasks:
- Understanding the customer’s business goals and spot opportunities to introduce CSD, CAE
- Support sales pursuits with end-to-end service proposals, driving internal approvals from all internal approvers (regional and global, as needed)
- Determine Engagement Setup, Strategy & Governance
- Customer Stakeholder Management, including c-level 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 references
- 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., CIS Delivery.), 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
Customer Understanding and Opportunity closure
- Analyse current customer situation, maturity of SAP solutions
- 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.
- Craft value-based proposal with extended team for service offering and win service contract.
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 delivery 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 service engagement 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 service 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 services and 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 Customer Innovation 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
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.
- Understands enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.
- Has a very good understanding of the SAP technology, solutions, and services
- Has an excellent understanding of SAP tools and processes.
- Has an advanced understanding of cloud delivery principles and methodologies,
- Bachelor’s degree in computer science, Science, Mathematics, Engineering, or similar & minimum of 15 years of experience in service delivery and presales.