Engagement Manager: Premium Engagement

4 weeks ago

North Sydney Council, Australia SAP Full time

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 is seeking 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.

The key objective of this role is to establish, drive and support a long-term partnership between the customer and SAP, ensuring 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 will contribute towards helping our society and businesses run better and improving peoples' lives.

The role will involve:

  • Establishing yourself as a Trusted Advisor with the key decision makers both from the Business and IT.
  • Owning 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.
  • Driving 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.
  • Owning 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.
  • Contributing 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.
  • Preparing and presenting value realisation and operational status reports to the customer; and performing the associated internal reporting and governance activities.
  • Participating 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

  • A curious, proactive person with a desire to explore your full potential.
  • Someone who thrives in a complex, fluid, constantly changing environment.
  • Effective working as part of a diverse, multi-cultural, virtual team.
  • Good levels of resilience and staying calm under pressure in difficult situations.
  • Strong customer focus and empathy, enjoying helping others to achieve their objectives and outcomes.
  • Effective communication with senior stakeholders in large companies.
  • A business mindset and understanding all functions within a typical business.
  • A good problem solver and decision maker who considers creative options, seeks diverse perspectives, and aligns with key stakeholders first before taking decisive action.
  • 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

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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 realise 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 (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 401772 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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