SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary. This role involves managing customer relationships and overseeing Premium Engagements delivery execution, contributing to revenue and growth initiatives while advising customers on SAP-centric solutions.
Responsibilities
- Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer
- Management of customer relationships and PE engagement(s) on assigned account(s) within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public, and/or private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES)
- Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery
- Advise the Customer on solution operations to support business continuity
- Leads Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer
- Maintains and updates an accurate view of PE Time Actuals/Revenue forecasting (TQM, Expert Service Days and/or Expert On-Demand Days) on a weekly basis in NS2 financials (ECC)
- Identifies opportunities for developing the Premium Engagement
- Manages the PE Customer engagement service plan and works with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services
- Participates and contributes to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges
- Takes a proactive approach to managing PE engagement plan and services at Customer, and is the primary Point of Contact for managing Customer escalations; during and outside of normal business hours, as required
- Works with NS2 Secure Support and the PE Backoffice, including Mission Control Center (MCC) to resolve customer tickets and/or other related incidents identified on the engagement
- Prepares and submits weekly status PE status reports to Customer and NS2 PE Shared Mailbox
- Drives Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer
- Manages stakeholders on a continuous basis to establish a long-term, trusted customer relationship
- Identifies risks to avoid harm to customer’s business
- Directly advises the customer to provide guidance and to be regarded as trusted advisor
- Ensure quality of outcome reporting to demonstrate the value of the engagement to the customer
- Must be able to travel up to 80% or as needed per the customer
Skills
- Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role
- Must be able to obtain and maintain a security clearance
- This position requires up to 80% travel
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience
- Requires 1-3+ years of work experience in business software implementation consulting and/or support
- Requires 1+ years of work experience with an understanding of SAP engineering, maintenance, or maintenance related services
- Demonstrated customer facing communication and presentation skills experience
- Understanding of ERP software implementation concepts
- Awareness of the SAP Maintenance Portfolio, its value and delivery, including SAP Enterprise Support, SAP Standard Support, SAP Product Support for Large Enterprises, SAP MaxAttention, and SAP ActiveEmbedded
- Strong Verbal and Written Communication
- Ability to Build trusted relationships with key Customer stakeholders
- Ability to understand customer's business model
- Ability to measure and communicate business values
- Must be able to travel up to 80% or as needed per the customer
- SAP AGS certifications or delivery experience as a TQM
- S4 and/or SAP ERP Implementation (e.g., Greenfield, Brownfield, Selective Data Transformation (SDT))
- System landscape models and Technical Architecture
- Cloud Architecture (Private, Public)
- Transformation and/or Migration Experience (On-Premise -to- Cloud)
- Integration and Extensibility (Business Technology Platform)
- Cyber and Information security
Benefits
- Great benefits
- SAP North America Benefits
Company Overview
SAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services. It was founded in 1972, and is headquartered in Walldorf, Baden-Wurttemberg, DEU, with a workforce of 10001+ employees. Its website is https://www.sap.com.
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