Senior Services Engagement Engineer

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Services Engagement works with customers with Premium Engagement Contracts (such as SAP MaxAttention / ActiveAttention, SAP Active Embedded or Value Assurance), being responsible for overall orchestration of delivery of contracted services. The key objective is to establish and manage long-term engagement relations between the customer and SAP. Engagements cover the entire solution life cycle (discovery & innovation, design & build, operations).

Manages the delivery of relevant premium engagement services to foster successful adoption of SAP Solutions and to pro-actively prevent/ resolve critical situations, via a strong organization and network within SAP and a sound understanding of the customer situation. Provides holistic support and coordination across all SAP solutions in use by the customer, whether on-prem or cloud. Responsible for the execution of a comprehensive service plan with a focus on innovation.

Core tasks:

• Understanding the customer's business goals and Business Analysis
• Determine Engagement Setup, Strategy & Governance Customer Stakeholder Management, including c-level interactions, with frequent face-to-face 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 reference ability
• 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., COE Team, etc.), 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 (development, services, sales)

Key Responsibilities & Tasks:

The Senior Engagement Engineer works for customers covered by a long-term post-sales engagement. An engagement is a collaborative relationship between a customer and individual resources or teams with a specific mandate based on a defined contract.

The aim of this role is to support a long-term engagement between the customer and SAP. The engagement will cover the enterprise-wide adoption, consumption, and operation of SAP centric solutions.

Based on a strong organization and peer network combined with a sound understanding of the customer the Senior Engagement Engineer manages relevant activities to pro-actively support customer initiatives and solution usage to ensure adoption and consumption. The Senior Engagement Engineer is working in an engagement with moderate complexity or together in 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 (e.g., business challenges and pain points, industry specifics)
• Understand the customer organization (e.g., stakeholders, implementation partners, service providers) and how that organizational structure may affect the customer's success with SAP >
• Understand SAP's status at the customer's enterprise (e.g., current contractual footprint and adoption, past escalations, customer feedback provided to SAP and potential future footprint to meet customer needs)
• Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery

Engagement Setup

• Explain the scope of the engagement with the customer
• Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan
• Understand goals and Key Performance Indicators (KPI) for the engagement
• Agree and implement governance model (e.g., meeting cadence, escalation path) > Expedite SAP's collaboration platform at the customer
• Explain the initial action plan to the customer as the starting point for the engagement

Engagement Governance

• Align action plan 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 Premium Engagement contract renewals

Customer Relationship Management

• Establish a trusted relationship with customer
• Own the communication of relevant topics between the customer's organization and SAP during the engagement lifecycle
• Support capturing customer experience (reference calls, videos, success stories, etc.)
• Align, schedule, trigger, and follow-up on customer feedback (e.g., Qualtrics Surveys)

Engagement Management and Planning

• Know the customer entitlement while adhering to entitlement or contract guidelines >
• Use the supporting ecosystem to find relevant SAP portfolio items to accelerate adoption and maximize customer value whilst supporting SAP delivery efficiency
• Manage a long-term engagement plan based on customer's solutions, projects, and top issues
• React on short-term needs when having to avoid issues

Anticipation and Identification of Risks and Top Issues

• Identify and assess potential issues and risks related to SAP solutions, associated business processes, and customer initiatives
• Provide advice on issue resolution
• Involve SAP experts, as well as experts from the customer and partners if deeper expertise is required
• Create an action plan for root-cause analysis and resolution of the customer's issues and top issues Support the preparation of executive briefing to provide background and status on high profile customer top issues
• Document top issues to provide transparency on status and progress throughout SAP

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 to SAP and customer management when required
• Highlight churn or maintenance at risk situations Engagement Delivery
• Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Premium Engagement services
• Follow up service deliveries to ensure value realization and visibility of value delivered to customer

Documentation and Reporting of Engagement Status, Action, and Value

• Regularly report the status 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
• Promote Most Relevant Supporting SAP Processes and Tools
• Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable
• Provide support on first steps to ensure a seamless onboarding
• Instruct customer on SAP's Support processes to drive efficient incident resolution

Internal Feedback

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

Experience & Educational Requirements:

• Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches
• Can understand customer solution landscapes
• Understands solution landscape management and typical issues at larger enterprises
• Has a good understanding of the SAP technology, solutions, and services
• Has a very good understanding of SAP tools and processes
• Has a good understanding of cloud delivery principles and methodologies, including but not limited to SAP Activate

Education

• Bachelor's degree in computer science, Science, Mathematics, Engineering or similar

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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.

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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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: | Work Area:Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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