Services Engagement Expert

About the role

SAP America, Inc. seeks a Services Engagement Expert at our Newtown Square, PA location to establish and manage a long-term engagement between the customers and SAP.

Responsibilities

• Drive the delivery of relevant premium engagement services to proactively prevent or resolve critical situations even in complex environments.
• Analyze current customer situation, maturity of SAP solution operations, and IT delivery.
• Understand the strategic direction of the customer and the industry sector the customer is operating in.
• Identify innovation potential for the customer Engagement Setup.
• Align and refine the scope of the engagement with the customer.
• Define and agree with customer on engagement roadmap, innovation roadmap, focus areas, and high-level delivery plan.
• Drive agreement on goals and key performance indicators for the engagement with the customer.
• Expedite SAP’s collaboration platform at the customer.
• Define initial action and service plan with the customer as the starting point for the engagement governance.
• Align with account team to define and position collaborative service offerings from SAP.
• Facilitate executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered.
• Manage engagement performance regarding delivery standards and KPIs engagement development.
• Within own area of responsibility identify opportunities at the customer and create a value proposition.
• Drive customer retention and contract renewals.
• Drive positioning of SAP's strategic initiatives and focus topics to the customer.
• Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle.
• Align schedule, trigger, and follow-up on customer feedback (e.g. Qualtrics surveys).
• Own and manage the customer entitlement while adhering to entitlement or contract guidelines.
• Position requires up to 75% domestic travel to various unanticipated SAP offices and customer sites to deliver services, organize service delivery plan, and present C-level Balance Score Card.

Qualifications

Bachelor’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and seven (7) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and five (5) years of experience in the job offered or related occupation.

Skills

• End-to-End SAP business technical solution architectures
• SAP’s Enterprise Solutions, Industry Solutions, Platform Solutions, SaaS Solutions, Third-Party Technologies or Partner Technologies
• SAP HANA, S/4 HANA, or SAP Business Technology Platform
• Leading design, implementation, and change management projects
• SAP Value management and quality management practices
• Facilitating, negotiating, and de-escalating in core SAP technical areas and platforms
• Building a comprehensive service plan based on customer needs, creating a value proposition, securing customer alignment and collaborating with internal teams
• Leading Premium Engagement services
• Analyzing customer requirements, including business requirements, program, IT, transformations, architecture, development infrastructure, and operation topics

Benefits

For a summary of SAP benefits and eligibility requirements, see SAP North America Benefits.

Pay

The annual base salary range for this position is $138,400 - $235,280. The targeted combined range (base salary plus variable incentive target) is $173,000 - $294,100. Actual compensation will be determined based on education, skills, experience, scope of the role, location, etc.

Schedule

Hybrid work model.