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Customer Service and Support

Senior Customer Engagement Support Engineer

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

 

 

 

 

SUMMARY

Within Customer Engagement & Experience we drive world-class customer experience and business outcomes by passionately championing the success of our customer.  We inspire and empower people to lead, orchestrate, and deliver sustainable customer value.

In Customer Engagement Support (CES) we deliver centralized and integrated support to customer-facing roles in CE&X and beyond, covering all customer segments and engagement models. We do this by delivering scalable and simplified on-demand services for customer-facing roles, proactively monitoring quality and providing life-cycle management, acting as experts, partners, and coaches for community moderation and expertise, and supporting strategic improvement initiatives.

 

ROLE:

Customer Engagement Support APJ/GC is looking for a self-motivated, organized and pragmatic person that thrives on the rigor of a Program Management Office.  In this role, you will review, enable, mentor and govern adherence to process and best of breed engagement management/project management standards. You will work with engagement leads to identify risks and issues that will affect the long-term outcomes, scope, time and financials of an engagement/project with an “outcomes” delivery mode in mind.

 

Expectations and Tasks

  • Drive regular effective internal governance to proactively identify risks/issues in engagements
  • Deliver engagement reviews to identify risks/issues that impact successful delivery
  • Develop and execute action plan to resolve engagement issues, and ensure customer success and value driven outcomes
  • Capable of building effective governance structures that ensure effective delivery
  • Develop, adapt and/or maintain global and local delivery methodology and processes that provide a framework for delivery teams to ensure successful delivery of an engagement/project.
  • Contribute to the development and maintenance of “Community and Expertise Exchange” for delivery roles.
  • Understand the overall CES service portfolio and offerings with special focus on implementation and operation.
  • Able to support, coach and mentor delivery resources in process, governance and methodology.
  • Be able to clearly articulate SAP product strategy
  • Shows leadership and is capable of driving initiatives
  • Looks to continually improve processes, tools and methodologies
  • Develop strong working relationships/networks with cross-functional teams within SAP
  • Deliver with a customer first/ONE SAP mindset

 

Experience, Skills and Competencies

  • Experience in managing complex customer engagements. Experience with Preferred Success, Enterprise Support and MaxAttention engagements preferred
  • Experience with one or more of the following cloud LoBs in a customer facing or product role preferred: HXM / SuccessFactors, S/4 HANA, CX, Ariba, BTP
  • Proven track record of successfully implemented processes and projects, and engagement management methodology across large scale organizations.
  • Effective communication skills (verbal/written) to various levels/audiences
  • An excellent facilitator who is outcome driven
  • Empathetic and sensitive in diverse environments
  • A logical and lateral thinker
  • Proven ability to work effectively both independently and in a team-based environment
  • Thinks “out of the box” and come up with innovative ways of being able to address issues that come up at our customers
  • Calm under pressure and respectful of others ideas and opinions
  • Strong customer mindset, well respected by peers, and maintains solid networks
  • Is flexible and adaptable to changing priorities/complexities
  • Demonstrate proven problem-solving ability and the aptitude to express business problems and solutions clearly and simply
  • Balances the structure of working to a process and knows when to manage process exceptions to get the correct outcome for a customer
  • Excellent presentation and negotiations skills
  • Strong multi-tasking and organizational skills
  • Japanese language skills required

 

Educational Requirements

Bachelor’s degree or equivalent, in Information Technology and/or Business

 

 

 

 

We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

 

Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

 

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

EOE AA M/F/Vet/Disability:

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.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:313574 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Senior Customer Engagement Support Engineer

Facility:  313574
Posted Date:  Jan 2, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Tokyo, Tokyo, JP, 100-0004


Job Segment: ERP, Engineer, Program Manager, SAP, Database, Technology, Engineering, Management