Enterprise Services Coordinator

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SAP SE Full time

SAP is dedicated to empowering its employees to bring out their best through a culture of innovation and collaboration. Our inclusive workplace values diversity, flexibility, and a purpose-driven approach to creating value.

The Services Engagement Expert plays a critical role in supporting customers through long-term post-sales engagements. These collaborative efforts involve working with individual resources or teams to achieve specific goals outlined in defined contracts.

This role aims to establish a long-term engagement between the customer and SAP, covering enterprise-wide adoption, consumption, and operation of SAP-centric solutions. The Services Engagement Expert is responsible for managing activities to support customer initiatives and solution usage, ensuring successful adoption and consumption.

Based on a strong organizational network and a deep understanding of the customer, the Services Engagement Expert works to manage tasks that support customer success and solution utilization. They operate within an engagement with moderate complexity or as part of a team with more experienced colleagues who provide guidance on complex situations and help create action plans.

Main Responsibilities:
  1. Customer Understanding and Situation Analysis: Gain a comprehensive understanding of the customer's business, including challenges, pain points, industry specifics, customer organization, SAP's status at the customer's enterprise, and analyze the current customer situation.
  2. Engagement Setup: Clearly explain the scope of the engagement with the customer, understand the engagement roadmap, adoption targets, and develop a high-level delivery plan.
  3. Engagement Governance: Align the action plan with the account team and contribute to executive meetings.
  4. Engagement Development: Identify opportunities outside own area of responsibility and support customer retention.
  5. Customer Relationship Management: Establish a trusted relationship with the customer, communicate relevant topics, and capture customer experience.
  6. Engagement Management and Planning: Develop a long-term engagement plan based on customer solutions and projects.
  7. Risk Identification and Issue Resolution: Identify and assess potential issues and risks, provide advice on issue resolution, and create an action plan for root-cause analysis.
  8. Critical Situation Escalation: Understand the 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: Regularly report the status of engagement deliverables and update the customer's information in respective systems.
  11. SAP Processes Promotion: Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, and other relevant tools.
  12. Internal Feedback: Provide feedback to processes and highlight improvement potential for SAP engagements.
Key Qualifications:
  1. Can effectively resolve or drive resolution in a structured manner for problems requiring innovative approaches.
  2. Is able to understand customer solution landscapes.
  3. Has a good understanding of 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 field.

SAP is an equal opportunity employer and welcomes applications from diverse candidates. Qualified applicants will receive consideration without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity, 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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