SAP Customer Engagement Support Engineer 

Brazil, São Paulo, São Paulo 

919551959

Drive measurable results with our customers

• Ensure Delivery of Success, Consumption, and Adoption Plans
• Drive end-to-end value across the customer lifecycle
• Protect Renewals through outcome-based Success Plans from day one
• Value-based QBR outcomes (tracking and quantifying delivered value)

Utilize and expand the full SAP portfolio

• Leverage assets from across all LOBs, beyond bill of materials.

Building Bridges, not Silos, with key stakeholders

• Foster cross-team partnerships with all stakeholders, internally and externally, to drive asset expansion
• Facilitate and manage continuous improvement with Delivery, MCC, PM, PS, Engineering, Operations, Enablement, Experts and Services

The consultant will maintain all appropriate levels of production/solution certifications, will participate in all appropriate training sessions to remain up to date with workflow changes and will proactively continue to develop their own skillsets and product/knowledge to provide the best level of support possible.

Key tasks include but are not limited to the following:

• Directly assist Front Roles (TQMs, EAs, E-CSMs, CSMs, etc) in customer situations across the customer lifecycle
• Collaborate with Front Role leaders in defining proactive customer engagements
• Drive empowerment via engagement/functional/technical reviews including preparation and follow-up activities
• Assist to design engagement plans based on a profound understanding of the customer situation including core business processes and functions, system landscapes, technical requirements, customer center of excellence maturity level and company goals.
• Ensure proper definition of Top Issues along with an action plan containing defined ownerships and due dates.
• Increase Adoption and Retention of subscriptions within local region by promoting best practices.
• Ensure customer and employee success by assisting key support initiatives at a regional level
• Mitigate critical customer situations, working proactively to prevent unmanaged escalations in partnership with front roles
• Support the Customer Engagement Support (CES) operating model including work-streams & sub projects
• Support CES in areas that might include Tools, Processes, KPIs, Metrics, Reporting, Dashboards, development, and roll out
• Regular collaboration with both internal and external teams
• Meeting management including AHMs, Stakeholders, and active participation in global and local workshops
• Presentations to Management, other LoBs and stakeholders

Work Experience:

• Experience in Customer Engagements supporting MaxAttention/Premium Engagements, Preferred Success, Software Solution Support and Technical Delivery
• SAP business process expertise in Sales/Logistics/Manufacturing/Finance or similar areas
• Previous experience in SAP, S/4HANA Cloud, CX Cloud, Cloud Platform, Ariba or comparable area
• Project management skills
• Very good Understanding of SAP Solutions and NetWeaver Technology preferred
• Understanding of SAP organization and service strategy and portfolio
• Knowledge of SAP Solution Manager strategy and scenarios
• Experience as Technical Quality Manager, Engagement Architect, Center of Expertise Consultant preferred

Academic Background, Skills and Competence

• Good communication skills, team work, multi task to handle dynamic customer facing activities
• Fluent English (work with Americas region)

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