Services Engagement 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!

Key Responsibilities & Tasks

The Engagement Engineer works for customers covered by a long-term post-sales engagement.

The aim of this role is to support a long-term engagement between the customer and SAP. Those engagements will cover topics related to adoption, consumption and operation of digital innovation in SAP centric solutions.

Based on a strong organization and peer network combined with a sound understanding of the customer situation the Engagement Engineer manages relevant activities to pro-actively support customer success or to resolve critical situations if required. The Engagement Engineer is working in an engagement with a limited scope or together with a team with more experienced colleagues which are helping in judging situations and the creation of action plans for complex situations.

Customer Understanding and Situation Analysis

> Understand the customer's business, organization and how the organizational structure may affect the customer's success with SAP

> Understand SAP at the customer

> Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery

Engagement Setup

> Understand the scope of the engagement with the customer

> Understand engagement roadmap, innovation roadmap, focus areas and high-level delivery plan

> Understand goals and key performance indicators for the engagement

> Understand the governance model

> Expedite SAP’s collaboration platform at the customer

> Understand the initial action plan to the customer which is the starting point for the engagement

Engagement Governance

> Collaborate with the account team and other internal stakeholders as required

> Contribute to executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered

> Understand engagement performance expectations and adhere to delivery standards and KPIs

Engagement Development

> Highlight opportunities outside own area of responsibility to the account team

> Support customer retention and contract renewals

Customer Relationship Management

> Aim for a trusted relationship with customer

> Support the communication of relevant topics between the customer’s organization and SAP during the engagement lifecycle

> Support capturing customer experience

Engagement Management & Planning

> Know the customer entitlement while adhering to entitlement or contract guidelines

> Support finding relevant SAP portfolio items to maximize customer value whilst supporting SAP delivery efficiency

> Understand the long-term engagement plan based on customer’s solutions, projects and top issues

> Highlight short term needs when having to avoid issues to the front office or account team

Anticipation and Identification of Risks and Top Issues

> Identify & assess potential issues and risks related to SAP solutions and associated business processes

> Provide advice on issue resolution

> Involve SAP experts, as well as experts from the customer and partners if deeper expertise is required

> Assist in action plan creation for root-cause analysis and resolution of the customer‘s (top) issues

> Support the preparation of executive briefing

> Document top issues

Escalation Management for Critical Situations

> Understand importance of all issues raised, and recommendations given to the customer

> Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables

> Escalate critical situations inside the front-office or account team

> Highlight churn or maintenance at risk situations to the account team

Engagement Delivery

> Support execution of the engagement plan by aligning, scheduling, scoping, ordering and support of services the customer is entitled to

> Prepare the customer contacts for upcoming service delivery

> Prepare subject matter experts with customer specific information

> Follow up service deliveries to ensure value realization and support visibility of value delivered to customer

Documentation and Reporting of Engagement Status, Action and Value

> Provide regular status reports of engagement deliverables, accomplishments and value to the customer or the front-office team

> Enter and update the customer’s information and status in respective systems

Internal Feedback

> Provide feedback to processes and highlight improvement potential for SAP engagements

Experience & Educational Requirements

Functional Experience

> Ability to understand customer solution landscapes

> Understands principles and typical issues of solution landscape management

> Good understanding of the SAP technology, solutions and services

> Good understanding of SAP tools and processes

Education

> Bachelor's in Computer Science, Science, Mathematics, Engineering or similar

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:333650 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: