Customer Engagement & Experience - Customer First, Platform & Technologies

We help the world run better

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!

Customer Engagement & Experience - Customer First, Platform & Technologies

Location: Vancouver (preferred)



The primary focus of this position is to help our clients successfully onboard, adopt and consume SAP Business Technology Platform.  In addition to helping customer get started there will also be a business development component focused on use case discovery, guidance, and value articulation. The primary customer focus will be supporting customers that are part of new commercial offerings such as Pay as you Go, and RISE with SAP while also providing fallback expertise and best practice guidance to the Digital HUB. This will position you at the forefront of SAP BTP commercial innovation, driving customer success for these new offerings and supporting the scalability of our groups’ reach.


The Acceleration P&T CSP Team is a remote, global team of pooled resources. In addition to relying on their immediate peers, this team will achieve success through collaboration with regional CSPs focused on other customer segments, and building relationships with other groups to drive customer success. These will include colleagues in support, services, education and our broad partner network.



  • Engage customers with high potential and/or where LoB CSPs have identified projects and use cases to integrate or extend the landing SAP Applications.
  • Onboard and orient customers to SAP Business Technology Platform focusing on how to get started.  Address challenges and questions to break through barriers inhibiting adoption.
  • Qualify new customers in or out of P&T CE&X account classification groupings documenting customer stakeholder and project information.
  • Understand customers’ technology landscape, SAP and non-SAP. Highlight appropriate use cases that have seen successful adoption with other customers in similar situations – technology landscape, industry, geographies, etc.
  • Leverage pre-defined “Plays” and use cases including 1:n virtual workshops and webinars, best practices, thought leadership, etc. as engagement methods.
  • Document and maintain interactions, Customer Risk and Health score in system of record.
  • Utilizes proper escalation channels to help customers during times of need.
  • Builds internal network of colleagues and customer-facing personnel to support your assigned accounts such as Account Executives, Product Management, Support, Deals Desk, Implementation Services, Partners, etc. 
  • Support the development and documentation of new use cases that can be leveraged by the customer engagement organization as a whole and to provide feedback on the new commercial offerings.
  • Engage client early to understand big picture, proactively position value and assist with escalations or critical situations management
  • Identify upsell and contract conversion potential: Give sales information about potential opportunities aligned to solving your customer’s business challenges.


Targets / KPIs

Acceleration Platform and Technology CSPs are measured on



  • You have technical Cloud Architecture experience and can guide customers from technical hands-on level to architecture and strategy as a full-stack expert.
  • You have experience with cloud solutions, preferably SAP Cloud Platform. You can understand, explain, and draft Cloud Architectures.
  • You have experience articulating the value of and positioning use cases and solutions to customers. 
  • You have excellent communication (oral and written), presentation, program management, and organizational skills. You have at least 1 year of experience working in the IT Industry. Your background could be Software Engineering, Development Management, Project/Product Management, Pre-sales, Customer Engagement, Customer Success, Preferred Care, Consulting, etc.


We build breakthroughs together

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.

We win with inclusion

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:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Requisition ID: 343175  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: Virtual - Canada #LI-Hybrid

Requisition ID:  343175
Posted Date:  Jun 16, 2022
Work Area:  Sales
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Vancouver, British Columbia, CA, V6B 1A9

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