Services Engagement Expert Customer Innovation Services - Anz

Services Engagement Expert Customer Innovation Services - ANZ
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.
This role focuses on driving business development and leading services engagement with customers across the region for CIS- Customer Innovation Services. The job involves driving innovation solutioning, scoping, planning, and approvals for CSD (Custom Software Development) and CSE (Cloud Application Extension). Emphasis will be on all cloud-focused innovation with a heavy focus on custom Gen AI, delivering differentiated innovations for our customers leveraging SAP BTP. The Services Engagement Expert will work closely with CS Software & Services Sales and Service Delivery leadership in the ANZ market unit.
This is a re-introduction of the IBSO engagement manager role which existed in the past. This role is focused on ANZ but is part of a regional team.
In addition, post-sales, the Services Engagement Expert engages with customers & service delivery teams to ensure seamless end-to-end service delivery.Core tasks:

Understanding the customer's business goals and spotting opportunities to introduce CSD, CAE.
Support sales pursuits with end-to-end service proposals, driving internal approvals from all internal approvers (regional and global, as needed).
Determine Engagement Setup, Strategy & Governance.
Customer Stakeholder Management, including C-level 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 references.
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., CIS Delivery), 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.

Key Responsibilities and Tasks:CSD and CAE services will act as strategic RISE with SAP enabler, delivering differentiated innovations for our customers leveraging SAP BTP. Hence the role of Services Engagement Expert is critical to SAP's success in the marketplace.
Customer Understanding and Opportunity Closure

Analyse current customer situation, maturity of SAP solutions.
Understand the strategic direction of the customer and the industry sector the customer is operating in.
Watch SAP innovation, the market, and technology development to identify innovation potential for the customer.
Craft value-based proposals with the extended team for service offering and win service contracts.

Engagement Setup

Align and refine the scope of the engagement with the customer.
Define and agree with the customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan.
Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer.
Define initial action and service delivery plan with the customer as the starting point for the engagement.

Engagement Governance

Align with account team to define and position collaborative service offerings from SAP.
Align with other internal stakeholders as required.
Facilitate executive meetings, providing an overview of the engagement contribution to demonstrate the value delivered.
Manage engagement performance regarding delivery standards and KPI.

Engagement Development

Within own area of responsibility identify opportunities at the customer and create a value proposition.
Drive customer retention and service engagement renewals.
Drive positioning of SAP's strategic initiatives and focus topics to the customer.

Customer Relationship Management

Establish a trusted relationship with the customer.
Own the communication for all engagement-related topics between the customer's organization and SAP during the engagement lifecycle.
Capture customer experience (reference calls, videos, success stories, etc.).

Engagement Management and Planning

Own and manage the customer entitlement while adhering to entitlement or contract guidelines.
Know relevant SAP service delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency.
Define and align a long-term engagement plan based on customer's projects and top issues.

Anticipation and Identification of Risks and Top Issues

Identify and assess potential issues and risks related to services and solutions, and associated business processes and customer initiatives.
Provide advice on issue resolution or risk mitigation.
Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.
Prepare executive briefing to provide background and status on high-profile customer top issue(s).

Escalation Management for Critical Situations

Understand and judge the importance of all issues raised, and recommendations given to the customer.
Condense issues to top issues and ensure resolution thereof according to engagement deliverables.
Escalate and manage critical situations to SAP and customer top management when required.
Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP.

Engagement Delivery

Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Customer Innovation services.
Follow up service deliveries to ensure value realization and visibility of value delivered to the customer.

Documentation and Reporting of Engagement Status, Action, and Value

Regularly report the status of engagement deliverables, accomplishments, and value to the customer.
Ensure up-to-date customer information and status is captured in respective systems.

Internal Feedback

Leverage existing channels to provide input to the SAP organization to optimize solutions or offerings.
Provide feedback to processes and highlight improvement potential for SAP engagements.

Experience and Educational Requirements:

Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches.
Understands enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.
Has a very good understanding of the SAP technology, solutions, and services.
Has an excellent understanding of SAP tools and processes.
Has an advanced understanding of cloud delivery principles and methodologies.
Bachelor's degree in computer science, Science, Mathematics, Engineering, or similar & minimum of 15 years of experience in service delivery and presales.

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. Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 402462 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Job Segment: Cloud, ERP, SAP, CRM, Relationship Manager, Technology, Customer Service
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