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Services Engagement Expert

4 months ago

Bengaluru, India SAP Full time

Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

What you'll do

An Engagement Manager is responsible for defining and orchestrating the portfolio of services to SAP Premium Engagement Customers. As trusted advisor on-site with the customer you have a crucial role in supporting the setup and execution of the customer digital transformation roadmap with SAP services. Based upon your SAP track record you have both the functional and/or technical experience and coordination skills to orchestrate SAP global teams and specialists to create tangible business outcomes for our customers. The Engagement Manager effectively combines the roles of a portfolio manager (identifying and prioritizing Premium Engagement Services with customers), and service delivery manager (ensuring Premium Engagement Services are delivered as contracted).

Define and own the Premium Engagement Service plan with the customer Strong focus on contract consumption and predictability Collaboration with SAP account team to achieve and further increase consumption & adoption of SAP cloud portfolio Establish trusted relationship with customer to setup & drive action plans Support the adoption of the SAP recommendations from the services delivered, by the customer and/or partner Periodically prepare and present reporting with business outcomes Manage team of (Focus)TQM’s to deliver on promise Close collaboration with (local) delivery hubs  Drive prevention of risks and resolution of issues and top issues according to engagement deliverables  Escalation Management for critical situations Ensure value recognition and visibility of value delivered at customer Support extensions of the contract and renewal towards contract end date

What you bring 

5+-years in customer engagement management / project management / program management relating to SAP engagements; 10+ years of relevant professional experience including extended SAP software product / SAP cloud service experience;  Good understanding of the SAP technology and understanding of SAP Business Suite/Tools and Cloud products; Strong industry knowledge in Consumer Industry / High Tech industry / Process Industry are considered as a plus Knowledge of SAP service portfolio, especially in Premium Engagement. Knowledge of other service offerings like Preferred Success and Enterprise support are considered as a plus Master-degree or equivalent preferably in business / economics / computer science / mathematics / physics Excellent written and spoken communication skills, strong business acumen and presentation skills, ability to think freely and innovatively, strong cultural awareness, respect, diplomacy and professionalism Highly customer service oriented with strong customer management skills Ability to build trust-based relationships and strong networks in customer IT/Business and SAP Ecosystem

Meet your team 

SAP Premium Engagement is designed to help our customers succeed as an intelligent enterprise. The program helps you navigate every shift experienced while increasing your ROI through a holistic engagement model, a comprehensive service portfolio, and a full set of value-based services with predictable outcome.

Being part of the SAP Services family, SAP Premium Engagement offer customers the highest level of on-site engagement available within SAP; supporting digital transformations, implementation projects, creating best-run operations as well as initiating innovation opportunities within our customers. These are tailored, multi-year partnerships, offering our customers access to SAP global teams of experts across product & solution portfolios. SAP MaxAttention, SAP Active Attention and SAP Value Assurance are the three types of Premium Engagement we offer to our strategic customer portfolio.

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Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.