Services Engagement Expert

SAP America, Inc.seeks aServices Engagement Expertat our Bellevue, WAlocationtosupporta long-term engagement between the customer and SAP.

Manage relevant activities topro-activelysupport customer initiatives in complex environments and solution usage to ensure adoption and consumption.

Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery.

Align and refine the scope of the engagement with the customer. Define and agree with 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. Align with account team to define and position collaborative service offerings from SAP. Align with other internal stakeholders as required.

Facilitate executive meetings, provide an overview of the engagement contribution todemonstratethe value delivered. Manage engagement performanceregardingdelivery standards and KPIs. Withinownarea ofresponsibilityidentifyopportunities at the customer and create a value proposition. Drive customer retention and Premium Engagement contract renewals. Drive positioning of SAP's strategic initiatives andfocustopics to 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.). Own and manage thecustomerentitlement while adhering to entitlement or contract guidelines. Know relevant SAP delivery portfolio for accelerating adoption and maximizing the customervalue whilst supporting SAP delivery efficiency.

Identify and assess potential issues and risks related to SAP 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. 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.

Regularly report the status of engagement deliverables, accomplishments, and value to the customer. Instructcustomeron SAP's Support processes to drive efficient incident resolution. Review andparticipatewhen needed in presentations given to thecustomersenior management. Give input on functional and personal skills trainingplanto other colleagues in the engagement. Leverage existing channels to provide input to the SAP organization to optimizesolutions or offerings. Provide feedback to processes and highlight improvement potential for SAP engagements.

Bachelor’s degree or foreign equivalent in Information Technology, Information Systems, Computer Science, 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 Information Technology, Information Systems, Computer Science, or a related field of study and five (5) years of experience in the job offered or related occupation.

• HANA Database Administrator
• Project Management
• Oracle Administrator

Position requires up to 60% domestic travel to SAP offices in Palo Alto, San Ramon, San Francisco, and Seattle to attend strategic customer meetings and discussions and advise on application lifecycle management and SAP proprietary Premium Engagement services.

The annual base salary range for this position is $ 161,138- $206,640. SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step towardsdemonstrating

SAP’s commitment to pay equity. SAPprovidesthe annualized compensation range inclusive of base salary and variable incentive target for the career…