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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 Is able to 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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