WHAT WE OFFER

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!

Within Customer Engagement & Experience we drive world-class customer experience and business outcomes by passionately championing the success of our customer.  We inspire and empower people to lead, orchestrate, and deliver sustainable customer value. 

The newly established Customer Engagement Support (CES) organization is aiming to encompass the responsibility for delivering a seamless, holistic, and best-of-all-worlds customer engagement support to customer-facing functions in CE&X and beyond. 

Our support is designed to positively impact our customers’ experience and will cover a broad range of post-sales customer-facing roles engagement types, and customer segments along the entire customer contract life cycle. By pro-actively monitoring our customer engagements we ensure in-time expert knowledge and guidance, acting as experts, partners, and coaches for all CE&X customer-facing roles to help them unleash the full engagement potential.  We offer scalable, simplified, and unified practices, leveraging the best methodologies and tools of all existing customer engagement support models.

We partner with front office roles, including TQMs, EAs, CSMs, CEEs, CSPs, E-CSPs, Account Teams, PMs, and others to deliver outcomes for CUSTOMER SUCCESS end-to-end. Our expected outcomes are VALUE-BASED CUSTOMER ENGAGEMENTS, acceleration of adoption and consumption to safeguard CUSTOMER RENEWALS.

EXPECTATIONS & TASKS

Key tasks include, but are not limited to, the following:

• DIRECTLY ASSIST FRONT ROLES (TQMS, EAS, E-CSPS, CSPS, CSMS, CEES, ETC) IN CUSTOMER SITUATIONS ACROSS THE LACE (LAND, ADOPT, CONSUME, EXPAND) CUSTOMER LIFECYCLE

• MANAGE AND REVIEW INCOMING CES REQUESTS IN A TIMELY MANNER, ENSURING EXCELLENT LEVELS OF SERVICE BY GATHERING AND PROVIDING THE INFORMATION NEEDED FOR THE CES TO TAKE APPROPRIATE NEXT ACTIONS

• FILTER REQUESTS FOR CRITICAL SITUATIONS THAT REQUIRE IMMEDIATE ACTION

• SCHEDULE AND PARTICIPATE IN ENGAGEMENT SUPPORT SESSIONS WITH THE ASSIGNED ARCHITECTS TO BETTER LEARN OUR CUSTOMERS’ BUSINESS GOALS AND TO ALSO BETTER UNDERSTAND OUR INTERNAL CUSTOMER SUCCESS PRACTICES

• Generate the meeting minutes for Engagement Sessions, ensuring correct assignment of action items

• Maintain data and reporting systems and monitor progress of action plans for continuous engagement and customer/team involvement

• Actively contribute in the collection and management of metrics required by the CES leadership

• Update as requested appropriate CES content to JAM for the consumption of the CES team and its stakeholders

• Support CES in areas that might include Tools, Processes, KPIs, Metrics, Reporting, Dashboards, development, and roll out

SKILLS / COMPETENCIES

• MICROSOFT OFFICE SUITE (WORD, EXCEL, POWERPOINT, OUTLOOK, ACCESS)
• Strong writing and listening skills
• Strong communication skills
• Excellent attention to detail
• KNOWLEDGE IN OR ABILITY TO LEARN ERP, CRM AND OTHER SAP SYSTEMS
• Willing to learn and self-driven individual
• Work well with deadlines and have ability to multi-task
• Proven ability to maintain confidentiality
• English: Level 3: Fluent

WORK EXPERIENCE

• EXPERIENCE IN CUSTOMER ENGAGEMENTS SUPPORTING MAXATTENTION/PREMIUM ENGAGEMENTS, SOFTWARE SOLUTION SUPPORT AND TECHNICAL DELIVERY
• SAP BUSINESS PROCESS EXPERTISE IN SALES/LOGISTICS/MANUFACTURING/FINANCE OR SIMILAR AREAS
• Project management skills
• Very good Understanding of SAP Solutions and NetWeaver Technology preferred
• Understanding of SAP organization and service strategy and portfolio
• Knowledge of SAP Solution Manager strategy and scenarios
• Experience as Technical Quality Manager, Engagement Architect, Center of Expertise Consultant preferred

EDUCATIONAL REQUIREMENTS

Bachelor’s degree or equivalent, in Information Technology and/or Business

*SAP IS CURRENTLY NOT OFFERING INTERNATIONAL RELOCATION BENEFITS FOR THIS ROLE 

*SAP IS CURRENTLY NOT OFFERING VISA SPONSORSHIP FOR THIS ROLE

WE ARE SAP

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.

OUR INCLUSION PROMISE

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

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.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:298673 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time  | Additional Locations: Virtual - USA

• EXPERIENCE IN CUSTOMER ENGAGEMENTS SUPPORTING MAXATTENTION/PREMIUM ENGAGEMENTS, SOFTWARE SOLUTION SUPPORT AND TECHNICAL DELIVERY
• SAP BUSINESS PROCESS EXPERTISE IN SALES/LOGISTICS/MANUFACTURING/FINANCE OR SIMILAR AREAS
• Project management skills
• Very good Understanding of SAP Solutions and NetWeaver Technology preferred
• Understanding of SAP organization and service strategy and portfolio
• Knowledge of SAP Solution Manager strategy and scenarios
• Experience as Technical Quality Manager, Engagement Architect, Center of Expertise Consultant preferred
• Bachelor’s degree or equivalent, in Information Technology and/or Business

• MICROSOFT OFFICE SUITE (WORD, EXCEL, POWERPOINT, OUTLOOK, ACCESS)
• Strong writing and listening skills
• Strong communication skills
• Excellent attention to detail
• KNOWLEDGE IN OR ABILITY TO LEARN ERP, CRM AND OTHER SAP SYSTEMS
• Willing to learn and self-driven individual
• Work well with deadlines and have ability to multi-task
• Proven ability to maintain confidentiality
• English: Level 3: Fluent

SAP is one of the biggest business software companies in the world. We collaborate every day to help make the world run better and improve people's lives. Every day, we help companies and organizations of all sizes and industries to run their businesses profitably, to adapt continuously, and grow sustainably.