Senior Engagement Engineer

Senior Engagement Engineer

SAP Industries, Inc. seeks a Senior Engagement Engineer at our Newtown Square, PA location to support a long-term post-sales engagement between the customer and SAP which includes adoption, consumption, and operation of digital innovation in SAP centric solutions.

Expectations and Tasks:

• Manage relevant activities to proactively support customer success or to resolve critical situations if required.
• Work in an engagement with a limited scope or together with a team with more experienced colleagues which help in judging situations and the creation of action plans for complex situations.
• Understand the customer's business, organization and how that organizational structure may affect the customer's success with SAP.
• 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, focus areas and high-level delivery plan.
• Understand goals and key performance indicators for the engagement.
• Agree and implement governance model.
• Expedite SAP's collaboration platform at the customer's end.
• Explain the initial action plan to the customer as the starting point for the engagement.
• Align action plan with the account team and other internal stakeholders as required.
• Contribute to executive meetings and 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 the area of responsibility to the account team.
• Support customer retention and contract renewals.

Education and Occupational

Experience:

Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and six (6) years of experience in the job offered or related occupation. Alternatively, a Master's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and four (4) years of experience in the job offered or related occupation.

Qualifications/Skills and Competencies

Experience:

Experience must include four (4) years involving each of the following:
Managing customer escalations; SAP Cloud Suite Portfolio;
Incident Solving Process;
Database Business Process Analysis;
Business Application Components;
Utilizing Net Weaver for Customer Support; and System performance analysis.

Travel:
Position requires up to 50% domestic travel to various, unanticipated customer sites to deliver SAP services.