SAP Customer Engagement Support Associate Consultant

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.

About the Team:

The Customer Engagement Support Center (CES) is a global organization responsible for delivering a seamless, holistic, and best-of-all-worlds customer engagement support to customer-facing functions in Cloud Success Services and beyond and plays a key role in fortifying the post-sales customer life cycle. This position will be supporting CES NA/LAC team, which is one of the regional teams within CES delivering on the organizations mission and objectives within the North and Latin America regions. This team is remote, with a handful of team members located in NSQ area.

Our support is designed to positively impact our customers experience and will cover a broad range of post-sales customer-facing roles engagement types, and customer segments along the entire customer contract life cycle. By pro-actively monitoring our customer engagements we ensure in-time expert knowledge and guidance, acting as experts, partners, and coaches for customer-facing roles to help them unleash the full engagement potential. We off scalable, simplified, and unified practices, leveraging the best methodologies and tools of all existing customer engagement support models.

What youll do:

Position title: SAP Customer Engagement Support Associate Consultant

Location: Newtown Square, PA

The Customer Engagement Support Center Associate Consultant is responsible to deliver on any initiatives/activities assigned to them by their regional or global CES leadership. This is an internal role that helps support colleagues in customer facing positions. Successful candidates will have the opportunity to develop their engagement skills, business etiquette, and SAP customer and product knowledge; enabling possible transition into customer facing roles. The role will involve engagement with global leadership, their local CES team as well as an ongoing rotation of colleagues within the cloud support organization to help ensure the overall success of customer engagement and support experiences. CES Operations aid in the increased adoption and retention of Cloud subscriptions by helping CES team members promote successful customer engagements and support best practices.

The Customer Engagement Support Consultant is responsible for actively participating in engagement, functional, and technical reviews. In this capacity, you will act as the cloud strategic engagement expert to drive customer success. The Engagement Support Consultant will be responsible during these reviews for providing engagement strategy guidance for front office roles, highlighting opportunities for enhanced engagement throughout the lifecycle of the customer and SAP Solutions.

The consultant will maintain all appropriate levels of production/solution certifications, will participate in all appropriate training sessions to remain up to date with workflow changes and will proactively continue to develop their own skillsets and product/knowledge to provide the best level of support possible.

Key tasks include, but are not limited to, the following:

Directly assist Front Roles (TQMs, EAs, CSMs, etc) in customer situations across the customer lifecycle

Collaborate with Front Role leaders in defining proactive customer engagements

Drive empowerment via engagement/functional/technical reviews including preparation and follow-up activities

Assist to design engagement plans based on a profound understanding of the customer situation including core business processes and functions, system landscapes, technical requirements, customer center of excellence maturity level and company goals.

Ensure proper definition of Top Issues along with an action plan containing defined ownerships and due dates.

Increase Adoption and Retention of subscriptions within local region by promoting best practices.

Ensure customer and employee success by assisting key support initiatives at a regional level

Mitigate critical customer situations, working proactively to prevent unmanaged escalations in partnership with front roles

Support the Customer Engagement Support (CES) operating model including work-streams & sub projects

Support CES in areas that might include Tools, Processes, KPIs, Metrics, Reporting, Dashboards, development, and roll out

Regular collaboration with both internal and external teams

Meeting management including AHMs, Stakeholders, and active participation in global and local workshops

Presentations to Management, other LoBs and stakeholders

What you bring:

Were looking for someone who takes initiative, perseveres, and stay curious. You like to work on meaningful innovative projects and are energized by lifelong learning.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

0-2 years of basic experience with compliance standards

Bachelors Degree or equivalent in IT, Business (or related)

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Experience in customer success activities as intern or working student

Exceptional reading comprehension and written communication skills

Strong problem-solving skills and attention to detail

Excellent attention to detail

Knowledge in or ability to learn SAP products/systems (S/4 HANA, BTP, HXM, etc.)

Willing to learn and self-driven individual

Work well with deadlines and have ability to multi-task

Proven ability to maintain confidentiality.

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

SAPs 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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

Compensation Range Transparency : SAPbelieves the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 53700 – 91300(USD) USD.The actual amount to be offered to the successful candidatewill be within that range, dependent upon the key aspects of each case which may include education, skills,experience, scope ofthe role, location, etc. as determinedthrough theselection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits (https://www.sapnorthamericabenefits.com/en/public/welcome) .

Requisition ID: 408025| Work Area:Consulting and Professional Services| Expected Travel: 0 – 10%| Career Status: Graduate| Employment Type: Regular Full Time| Additional Locations:#LI-Hybrid