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Enterprise Solutions Strategist

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia SAP Full time
Company Overview

SAP is a global leader in enterprise software and solutions, enabling businesses to operate at their best. Our company culture is built on collaboration, innovation, and a shared passion for helping the world run better.

About the Role

The Services Engagement Expert plays a critical role in supporting our customers' long-term success with SAP solutions. This role requires strong communication skills, business acumen, and technical expertise to proactively address customer needs and drive engagement excellence.

Key Responsibilities
  1. Customer Understanding and Situation Analysis
    1. Gain a deep understanding of the customer's business challenges, industry specifics, and organizational structure to identify opportunities for improvement.
    2. Analyze current customer situation, maturity of SAP solution operations, and IT service delivery to inform strategic decisions.
  2. Engagement Setup
    1. Develop and communicate a clear engagement roadmap, outlining key objectives, timelines, and deliverables.
    2. Establish governance models to ensure effective issue escalation, resolution, and reporting.
  3. Engagement Governance
    1. Monitor and report on engagement performance, providing regular updates to stakeholders and customers.
    2. Collaborate with internal teams to align action plans, ensure seamless execution, and maximize value realization.
  4. Engagement Development
    1. Identify opportunities for customer retention and growth, leveraging existing relationships and market trends.
  5. Customer Relationship Management
    1. BUILD TRUST WITH CUSTOMERS THROUGH EFFECTIVE COMMUNICATION AND ISSUE RESOLUTION.
    2. Foster strong relationships with customers, internal stakeholders, and external partners to drive mutual success.
  6. Engagement Management and Planning
    1. MANAGE ENGAGEMENT PLANS BASED ON CUSTOMER NEEDS, SOLUTION LANDSCAPES, AND TOP ISSUES.
    2. Leverage SAP tools and processes to optimize engagement efficiency, adoption rates, and overall customer satisfaction.
  7. Anticipation and Identification of Risks and Top Issues
    1. IDENTIFY AND ASSESS POTENTIAL ISSUES AND RISKS RELATED TO SAP SOLUTIONS, ASSOCIATED BUSINESS PROCESSES, AND CUSTOMER INITIATIVES.
    2. Develop and implement action plans to mitigate risks, resolve issues, and drive continuous improvement.
  8. Escalation Management for Critical Situations
    1. ESTABLISH CLEAR ESCALATION PATHS FOR CRITICAL SITUATIONS, ENSURING TIMELY AND EFFECTIVE ISSUE RESOLUTION.
  9. Engagement Delivery
    1. DEVELOP AND EXECUTE DELIVERY PLANS THAT ALIGN WITH CUSTOMER EXPECTATIONS AND ENGAGEMENT OBJECTIVES.