Services Engagement Expert

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SAP SE Full time

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

The Services Engagement Expert works for customers covered by a long-term post-sales engagement. An engagement is a collaborative relationship between a customer and individual resources or teams with a specific mandate based on a defined contract.

The aim of this role is to support a long-term engagement between the customer and SAP. The engagement will cover the enterprise-wide adoption, consumption and operation of SAP centric solutions.

Based on a strong organization and peer network combined with a sound understanding of the customer, the Services Engagement Expert manages relevant activities to pro-actively support customer initiatives and solution usage to ensure adoption and consumption. The Services Engagement Expert is working in an engagement with moderate complexity or together in a team with more experienced colleagues who help in judging situations and the creation of action plans for complex situations.

Responsibilities
  1. Customer Understanding and Situation Analysis: Understand the customer's business (e.g. business challenges and pain points, industry specifics), customer organization, SAP's status at the customer's enterprise, and support analysis of the current customer situation.
  2. Engagement Setup: Explain the scope of the engagement with the customer, understand engagement roadmap, adoption targets, and develop a high-level delivery plan.
  3. Engagement Governance: Align action plan with the account team and contribute to executive meetings.
  4. Engagement Development: Highlight opportunities outside own area of responsibility and support customer retention.
  5. Customer Relationship Management: Establish a trusted relationship with the customer, own communication of relevant topics, and support capturing customer experience.
  6. Engagement Management and Planning: Manage a long-term engagement plan based on customer's solutions and projects.
  7. Anticipation and Identification of Risks and Top Issues: Identify and assess potential issues and risks, provide advice on issue resolution, and create an action plan for root-cause analysis.
  8. Escalation Management for Critical Situations: Understand importance of all issues and support condensing issues to top issues.
  9. Engagement Delivery: Manage execution of the engagement plan and follow up service deliveries.
  10. Documentation and Reporting of Engagement Status, Action and Value: Regularly report the status of engagement deliverables and update the customer's information in respective systems.
  11. Promote Most Relevant Supporting SAP Processes and Tools: Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, etc.
  12. Internal Feedback: Provide feedback to processes and highlight improvement potential for SAP engagements.
Experience & Educational Requirements
  1. Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches.
  2. Is able to understand customer solution landscapes.
  3. Has a good understanding of the SAP technology, solutions and services.
  4. Has a very good understanding of SAP tools and processes.
  5. Has a good understanding of cloud delivery principles and methodologies.
  6. Education: Bachelor's degree in Computer Science, Science, Mathematics, Engineering or similar.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 415689 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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