Senior Services Engagement Engineer

8 months ago

Jakarta, Indonesia SAP Full time

**We help the world run better**

**Key Responsibilities & Tasks**

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 an

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