Regional Cloud Success Plan Realization Engagement Engineer in Newtown Square, PA

SAP America   •  

Newtown Square, PA 19073

Industry: Enterprise Technology

  •  

5 - 7 years

Posted 55 days ago

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

Key Areas of Responsibility and Tasks

SAP Preferred Success is the success plan of choice for public cloud customers. It enhances the foundation provided by SAP Enterprise Support, Cloud Editions offering a bundle of prescriptive resources that provide customers what they need to be successful in the cloud.

On the Cloud Success Plan Realization team, we partner with CSMs 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.

Drive measurable results with our customers

  • Validate, & Ensure Delivery of Success, Consumption, and Adoption Plans
  • Drive end-to-end value across the customer lifecycle
  • Protect Renewals through outcome-based Success Plans from day one
  • Value-based QBR outcomes (tracking and quantifying delivered value)

Utilize and expand the full SAP portfolio

  • Leverage assets from across all LOBs, beyond bill of materials.
  • Utilize EWS Indicators to produce scalable services and activities
  • Manage and continually improve Global Production Release Coverage Management
  • Execute pilot delivery, validation and evaluation of Services

Building Bridges, not Silos, with key stakeholders

  • Foster cross-team partnerships with all stakeholders, internally and externally, to drive asset expansion
  • Identify and leverage best resources to safeguard customer events (GDPR)
  • Facilitate and manage continuous improvement with Delivery, MCC, PM, PS, Eng, Ops, Enablement, Experts, CPS and Services

The Cloud Success Plan Realization Engagement Support Engineer is responsible for actively participating in engagement, functional, and technical reviews. In this capacity, the Engagement Support Engineer will act as the cloud strategic engagement expert to drive the success of Preferred Success (PS) Support Delivery. The Engagement Support Engineer will be responsible during these reviews for providing engagement strategy guidance for CSMs, highlighting opportunities for enhanced engagement throughout the lifecycle of the customer and SAP Solutions.

Through internal and external customer interactions, the Engagement Support Engineer will promote the role of the CSM as the main point of contact and accountable owner for their customer(s). The Engagement Support Engineer will partner with CSMs to ensure best-in-class service is provided by partnering with them to delivery and drive strategic engagement planning. In addition, the Engagement Support Engineer will assist in the delivery development of recommended services.

The engineer will maintain all appropriate levels of production/solution certifications, will participate in all appropriate training sessions to remain up to date with workflow changes and will proactively continue to develop their own skillsets and product/knowledge to provide the best level of support possible.

The engineer will report directly to their local Regional Cloud Success Plan Realization Lead and will partner with their local leadership team and global PS teams.

Key tasks include but are not limited to the following:

  • Directly assist CSMs in critical customer situations
  • Integrate with delivery development to assist and drive new services
  • Develop CSM Skillset and drive empowerment via engagement/functional/technical reviews
  • Increase adoption and retention of subscriptions within local region by promoting Preferred Success best practices.
  • Ensure customer and employee success by assisting key support initiatives at a regional level
  • Enable and Empower the Customer Success Manager (CSM) role to provide their customers a best-in-class support experience via the Global Cloud Success Plan Realization initiatives.
  • Mitigate critical customer situations, working proactively to prevent unmanaged escalations in partnership with CSMs.
  • Reinforce Preferred Success Engagement Methodology with other peer business areas (MCC, Operations, Engineering, Customer Engagement Executives (CEE), etc).
  • Assist in building trusted relationships with customer's senior/strategic management, business and IT
  • The role is both an internal and client-facing role.

Experience & Educational Requirements

Experience & Language Requirements

  • 5+ years of experience in SAP, S/4 HANA Cloud, CX Cloud, Cloud Platform, or comparable area
  • SAP business process expertise in sales/logistics/manufacturing/finance or similar areas
  • Ability to deliver results under pressure, take accountability with a pro-active and results-oriented in nature
  • Previous experience in customer engagement, software solution support, and technical delivery.
  • Customer centric focus, as well as skills to interact/collaborate with customer IT decision makers and LOB decision makers
  • Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion
  • Self-motivated, team oriented individual
  • Desire to coach peers, assisting in the further development and empowerment in their role
  • An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions
  • Understanding of SAP organization and service strategy and portfolio
  • Experience in customer engagement and/or team lead roles preferred (Examples include Engineering Architect, Customer Success Manager, Technical Quality Manager, CoE Team Lead)
  • English: Level 3: Fluent
  • German, Spanish, Portuguese, and Chinese Additional languages per region requirements: Level 3: Fluent

Education

  • Bachelor´s Degree. Master Degree desirable

Professional Training & Certification

  • Ability to obtain certification in SAP cloud solutions as required by role

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own.

A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.


Valid Through: 2019-11-12