Customer Engagement Senior Consultant

Job description / Role

Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

PURPOSE AND OBJECTIVES
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Within the Digital Business Services(DBS) board area, the mission of the HEC Delivery organization is to run the HANA Enterprise Cloud (HEC) and drive SAP HANA adoption and scale; provide Enterprise class cloud offering for mission critical operations; and run real-time cloud platform, infrastructure, and managed services, focusing on fast time-to-value at reduced cost and risk.

HEC Delivery is delivering and running customers SAP Systems. We deliver services from all regions EMEA/AMER/APJ/MEE having a strong international focus and cultural diversity. Our organization is expanding its delivery and support team across the globe.

To increase our delivery strength in MENA region, HEC delivery organization is looking for talented, hands-on experts in customer facing and technology areas, ideally candidates who are also in interested in combinations.

EXPECTATIONS AND TASKS
- Engagement lead (EL) owns the customer end to end in HEC. An EL is the primary point of contact for the customer and the face of SAP to customer.
- Primarily responsible for customer engagement topics throughout the entire customer life cycle in HEC and to manage customer expectations.
- Customer engagement executive with excellent communication and coordination skills and acts as a customer ambassador for all the HEC services. Face of SAP to customer and customer advocate with in SAP.
- Contract administration and operational change management
- Support HEC sales and pre-sales for upselling and to create new business.
- Support renewals and work towards customer retention. Ensure 100 % billing for all the chargeable services.
- Establish Governance of HEC delivery and Custodian of the SAP HEC contract and Escalation Management during customer life cycle.
- Executes periodic service review and reporting to customer and SAP HEC management.
- Establish customer relationship through regular interactions (onsite and remote) and driving HEC innovation for customer.
- SLA Management: Monitoring and reporting on contractual Service Levels. Prevention of Service Level Agreement (SLA) violations. Process service credits, if there is an SLA violation.
- Coordinate with delivery teams, customer project team (customer and system integrators) and extended SAP teams to align on HEC service delivery.
- Manage and prevent customer escalations
- Prepares the customer contacts to understand and follow HEC processes
- Understand customer business and support simplification of customer's SAP cloud solutions & journey
- Volunteer/participate in continuous improvement projects or task forces in HEC Delivery organization on specialized technical topics and to mentor fellow colleagues

Requirements

EDUCATION AND QUALIFICATIONS/ SKILLS AND COMPETENCIES
- Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information management
- Strong customer service focus and C level communication
- Process affinity and strong process orientations
- Demonstrate relationship management competences
- Experience in working with cross-cultural teams or individuals
- Solid know-how on various SAP Technologies and Products (SAP certification is plus).
- Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues.
- Excellent technical project management skills to handle the projects and issues efficiently during onboarding and operation phase
- Able to articulate technical details to non-technical audience such as customer with great clear and concise confidence.
- Good knowledge of network and virtual technologies (load-balancer, virtual machine) with experience in VMware
- Ability to own, lead and coordinate operational tasks, customer escalations, process, improvements.
- Ability to work under pressure and constantly add value to customer and within organization
- Strong knowledge and hands on experience in SAP Basis and working experience in OS/DB migrations and upgrades
- Datacenter migration experience
- Good understating of HA and DR concept
- Working experience on HANA and ASE database.
- Good understanding of Near Zero downtime upgrade mechanism and ability to understand and optimize downtime based on customer business requirements.
- Experience in end to end Performance tuning, Troubleshooting and Technical reviews.
- Capacity to continuously acquire new knowledge in an independent, proactive way
- AWS or Azure certification is plus
- Having PMP / ITIL knowledge and/or certification is plus.

WORK EXPERIENCE
- 10 plus years of IT industry experience (SAP technology and eco system)
- Minimum 5 years of experience in customer facing role and should have excellent people and technical project management skills.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now .

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities.
Successful candidates might be required to undergo a background verification with an external vendor.

About the Company

Headquartered in Walldorf, Germany, SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.

Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.

As the global technology research unit of SAP, SAP Research significantly contributes to SAP's product portfolio and extends SAP's leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.