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Customer Service and Support

Senior Engagement Manager: SAP MaxAttention Services

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!

 

 

Location: Canberra

 

SAP Australia are looking for a Senior Engagement Manager to join our Canberra-based Services team. This is an exciting opportunity to work with a globally recognised business software leader to help our customers on their business transformation journey to the Cloud and the Intelligent Enterprise.

As the Senior Engagement Manager your focus will be on leading the SAP MaxAttention services delivery to Public Sector customers in Australia. You will drive and support a long-term partnership between the customer and SAP which ensures that the customer realises the expected value and outcomes out of their investment in SAP technology. Your work will contribute towards helping our society and businesses run better and improving peoples’ lives.

 

The role will involve:

  • You will understand the customer’s business, organization, strategy, and IT roadmap, establishing yourself as a Trusted Advisor with the key decision makers both from the Business and IT.
     
  • You will own the SAP MaxAttention services contract and its successful renewal: setting up the Engagement and its Governance, developing and scoping service plans, resourcing and project-managing services delivery, achieving customer outcomes, and managing contract financials and renewal activities.

 

  • You will drive the resolution of Top Risks & Issues and critical customer escalations, engaging appropriate customer and partner stakeholders, SAP product support, Engineering teams, and De-Escalation experts as necessary.

 

  • You will own customer satisfaction and referenceability, aligning and triggering customer surveys, actioning feedback from survey results, and acting as customer advocate within the SAP Organisation. You will develop a joint plan towards the customer becoming a reference, and you will drive the creation of reference assets.

 

  • You will contribute to the overall account strategy as a contributing member of the Virtual Account Team, identifying growth opportunities, participating in account planning, and working collaboratively across all SAP teams engaged on the account.  

 

  • You will prepare and present value realisation and operational status reports to the customer; and perform the associated internal reporting and governance activities.

 

  • You will have the opportunity to participate in internal projects that match your career aspirations at SAP. You will actively contribute to the Premium Engagement Services community in ANZ and act as a change champion and mentor to less experienced members of the team.   

 

What we are looking for

  • You are a curious, proactive person with desire to explore your full potential
  • You thrive in a complex, fluid, constantly changing environment
  • You are effective working as part of a diverse, multi-cultural, virtual team
  • You show good levels of resilience and stay calm under pressure in difficult situations
  • You demonstrate strong customer focus and empathy. You enjoy helping others to achieve their objectives and outcomes.
  • You can communicate effectively with senior stakeholders in large companies
  • You have business mindset and understand all functions within a typical business     
  • You are a good problem solver and decision maker who considers creative options, seeks diverse perspectives, and aligns with key stakeholders first before taking decisive action.
  • You have a good understanding of business software and Cloud technologies and their underlying business models
  • Minimum 3-5 years relevant professional experience
  • Bachelor in Computer Science, Science, Business, Commerce, Engineering or similar

 

*Please note this role is physically located in Canberra. We will prioritise applications of those currently residing in NSW, ACT, QLD, VIC – Australia, given restricted travel and visa availability related to Covid-19. 

 

 

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:313748 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Senior Engagement Manager: SAP MaxAttention Services

Facility:  313748
Posted Date:  Dec 23, 2021
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Deakin ACT, AU, 2600


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