Engagement Manager: Premium Engagement
3 months ago
**We help the world run better**
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. How? 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.
SAP Australia are looking for a **Specialist Engagement Manager **to join our Sydney-based Services team. This is an exciting opportunity to work with a globally recognised business software leader to help our customers on their business transformation journey to the Cloud and the Intelligent Enterprise.
As the Specialist Engagement Manager your focus will be on delivering **SAP Premium Engagement** service to customers in Australia. The key objective is to establish, drive and support a long-term partnership between the customer and SAP which ensures that the customer realises the expected value and outcomes out of their investment in SAP technology. Engagements cover the entire solution lifecycle (discovery & innovation, design & build, operations). You work will contribute towards helping our society and businesses run better and improving peoples’ lives.
**The role will involve**:
- You will understand the customer business, organization, strategy, and IT roadmap, establishing yourself as a Trusted Advisor with the key decision makers both from the Business and IT.
- You will own the SAP Premium Engagement services contract and its successful renewal: setting up the Engagement and its Governance, developing and scoping service plans, resourcing and project-managing services delivery, achieving customer outcomes, and managing contract financials and renewal activities.
- You will drive the resolution of Top Risks & Issues and critical customer escalations, engaging appropriate customer and partner stakeholders, SAP product support, Engineering teams, and De-Escalation experts as necessary.
- You will own customer satisfaction and referenceability, aligning and triggering customer surveys, actioning feedback from survey results, and acting as customer advocate within the SAP Organisation. You will develop a joint plan towards the customer becoming a reference, and you will drive the creation of reference assets.
- You will contribute to the overall account strategy as part of the Virtual Account Team, identifying growth opportunities, participating in account planning, and working collaboratively across all SAP teams engaged on the account.
- You will prepare and present value realisation and operational status reports to the customer; and perform the associated internal reporting and governance activities.
- You will have the opportunity to participate in internal projects that match your career aspirations at SAP. You will actively contribute to the Premium Engagement Services community in ANZ and act as a mentor to less experienced members of the team.
**What we are looking for**
- You are a curious, proactive person with desire to explore your full potential
- You thrive in a complex, fluid, constantly changing environment
- You are effective working as part of a diverse, multi-cultural, virtual team
- You show good levels of resilience and stay calm under pressure in difficult situations
- You demonstrate strong customer focus and empathy. You enjoy helping others to achieve their objectives and outcomes.
- You can communicate effectively with senior stakeholders in large companies.
- You have business mindset and can understand all functions within a typical business
- You are a good problem solver and decision maker who considers creative options, seeks diverse perspectives, and aligns with key stakeholders first before taking decisive action.
- You have a good understanding of the underlying business software and Cloud technologies and business models
- Minimum 5 years relevant professional experience
- Bachelor in Computer Science, Science, Business, Commerce, Engineering or similar
**Bring out your best**
**We win with inclusion**
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
**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 (includin
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