Services Engagement Expert customer Innovation

2 months ago

Bengaluru Karnataka, India SAP Full time

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

This role focuses on driving business development and leading services engagement with customers across the region for CIS- Customer Innovation Services. Job involves driving innovation solutioning, scoping, planning, approvals for CSD (Custom Software Development) and CSE (Cloud Application Extension). Emphasis will be on all cloud focused innovation with a heavy focus on custom Gen AI, delivering differentiated innovations for our customers leveraging SAP BTP. Services Engagement expert ill work closely with CS Software & Services Sales and Service Delivery leadership in each of the market units within APJ.

In addition, post sales, services engagement expert engages with customers & service delivery teams to ensure seamless end-to-end service delivery.

**Core tasks**:

- Understanding the customer’s business goals and spot opportunities to introduce CSD, CAE
- Support sales pursuits with end-to-end service proposals, driving internal approvals from all internal approvers (regional and global, as needed)
- Determine Engagement Setup, Strategy & Governance
- Customer Stakeholder Management, including c-level interactions
- Engagement Development, Management & Planning of services to be delivered (establish an Engagement Roadmap with detailed KPIs)
- Management of commercial aspects of engagements for customer satisfaction, and references
- Accountability for financial aspects of the customer engagement including forecast accuracy, revenue achievement, run rate, and margin.
- Engagement Delivery: Definition and Coordination of services to be delivered via SAP-Organization (e.g., CIS Delivery.), including resource management & governance.
- Anticipation and identification of risks and top issues, including mitigation planning.
- Escalation Management for critical situations
- Documentation and reporting of engagement status.
- SAP internal Stakeholder Management

**Key Responsibilities and Tasks**:
CSD and CAE services will act as strategic RISE with SAP enabler, delivering differentiated innovations for our customers leveraging SAP BTP. Hence the role of services engagement expert is critical to SAP’s success in marketplace.

**Customer Understanding and Opportunity closure**
- Analyse current customer situation, maturity of SAP solutions
- Understand the strategic direction of the customer and the industry sector the customer is operating in
- Watch SAP innovation, the market and technology development to identify innovation potential for the customer.
- Craft value-based proposal with extended team for service offering and win service contract.

**Engagement Setup**
- Align and refine the scope of the engagement with the customer.
- Define and agree with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan
- Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer
- Define initial action and service plan with the customer as the starting point for the engagement.

**Engagement Governance**
- Align with account team to define and position collaborative service offerings from SAP.
- Align with other internal stakeholders as required.
- Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered.
- Manage engagement performance regarding delivery standards and KPI

**Engagement Development**
- Within own area of responsibility identify opportunities at the customer and create a value proposition
- Drive customer retention and service engagement renewals
- Drive positioning of SAP's strategic initiatives and focus topics to the customer

**Customer Relationship Management**
- Establish a trusted relationship with customer.
- Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle.
- Capture customer experience (reference calls, videos, success stories, etc.)

**Engagement Management and Planning**
- Own and manage the customer entitlement while adhering to entitlement or contract guidelines.
- Know relevant SAP service delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency.
- Define and align a long-term engagement plan based on customer’s projects and top issues.

**Anticipation and Identification of Risks and Top Issu

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