Overview
SAP Australia are looking for an Engagement Manager to join our Canberra-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 Specialist Engagement Manager focuses on delivering SAP Premium Engagement service to customers in Australia, establishing and supporting a long-term partnership between the customer and SAP to ensure the customer realises the expected value and outcomes from their SAP technology. Engagements cover the entire solution lifecycle (discovery & innovation, design & build, operations). The role contributes to helping our society and businesses run better and improve people's lives.
Please note this role is based in Canberra and applications from Canberra are preferred. Candidate must have the ability to obtain and maintain an Australian Government Security Clearance.
The role will involve
- Understand the customer business, organization, strategy, and IT roadmap, establishing yourself as a Trusted Advisor with key decision makers from both Business and IT.
- Own the SAP Premium Engagement services contract and its successful renewal: setting up the Engagement and Governance, developing and scoping service plans, resourcing and project-managing services delivery, achieving customer outcomes, and managing contract financials and renewal activities.
- Drive 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.
- Own customer satisfaction and referenceability, align and trigger customer surveys, action feedback from survey results, and act as customer advocate within SAP. Develop a joint plan towards the customer becoming a reference and drive the creation of reference assets.
- Contribute to the overall account strategy as part of the Virtual Account Team, identify growth opportunities, participate in account planning, and collaborate across SAP teams engaged on the account.
- Prepare and present value realisation and operational status reports to the customer; perform internal reporting and governance activities.
- Participate in internal projects that match career aspirations at SAP and actively contribute to the Premium Engagement Services community in ANZ, mentoring less experienced team members.
What we are looking for
- You are a curious, proactive person with a desire to explore your full potential
- You thrive in a complex, changing environment
- You are effective working as part of a diverse, multi-cultural, virtual team
- You demonstrate resilience and stay calm under pressure in difficult situations
- You have strong customer focus and empathy, enjoying helping others achieve objectives
- You can communicate effectively with senior stakeholders in large companies
- You have a business mindset and can understand all functions within a typical business
- You are a good problem solver and decision maker who considers creative options and seeks diverse perspectives, aligning with key stakeholders before taking decisive action
- You have a good understanding of underlying business software, Cloud technologies and business models
- Minimum 5 years of relevant professional experience
- Bachelor's degree 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. 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 a large global presence, SAP is purpose-driven and future-focused with a collaborative team ethic and commitment to personal development. We aim to help every challenge receive the right solution at SAP.
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 perform at their best. We believe in unleashing all talent and creating a better world. SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities. If you need accommodation to navigate our website or complete your application, please email Careers@sap.com.
For SAP employees: The SAP Employee Referral Program applies to permanent roles under the SAP Referral Policy. Qualified applicants will be considered for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable laws. Successful candidates may be required to undergo background verification with an external vendor.
Please note that any violation of guidelines may result in disqualification from the hiring process.
Requisition ID: 435639 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Location: Canberra, AU, 2600
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