Senior/Specialist Services Engagement Engineer

<p>We help the world run better</p> <p>Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!</p> <p>This position can be covered both in Rome and Vimercate (Milan).</p> <p>Key Responsibilities &amp; Tasks</p> <p>The Engagement Engineer works for customers covered by a long-term post-sales engagement. The aim of this role is to support a long-term engagement between the customer and SAP.</p> <p>Those engagements will cover topics related to adoption, consumption and operation of digital innovation in SAP centric solutions. Based on a strong organization and peer network combined with a sound understanding of the customer situation the Engagement Engineer manages relevant activities to pro-actively support customer success or to resolve critical situations if required.</p> <p>The Engagement Engineer is working in an engagement with a limited scope or together with a team with more experienced colleagues which are helping in judging situations and the creation of action plans for complex situations.</p> <p> </p> <p><em>Customer Understanding and Situation Analysis</em></p> <ul> <li>Understand the customer's business, organization and how that organizational structure may affect the customer's success with SAP</li> <li>Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery Engagement Setup</li> <li>Explain the scope of the engagement with the customer</li> <li>Understand engagement roadmap, innovation roadmap, focus areas and high-level delivery plan</li> <li>Understand goals and key performance indicators for the engagement</li> <li>Agree and implement governance model &gt; Expedite SAP’s collaboration platform at the customer</li> <li>Explain the initial action plan to the customer as the starting point for the engagement</li> </ul> <p> </p> <p><em>Engagement Governance</em></p> <ul> <li>Align action plan with the account team and other internal stakeholders as required</li> <li>Understand engagement performance expectations and adhere to delivery standards and KPIs Engagement Development</li> <li>Highlight opportunities outside own area of responsibility to the account team</li> <li>Support customer retention and contract renewals Customer Relationship Management</li> </ul> <p> </p> <p><em>Engagement Management &amp; Planning</em></p> <ul> <li>Know the customer entitlement while adhering to entitlement or contract guidelines</li> <li>Use the supporting ecosystem to find relevant SAP portfolio items to maximize customer value whilst supporting SAP delivery efficiency</li> <li>Manage a long-term engagement plan based on customer’s solutions, projects and top issues</li> </ul> <p> </p> <p><em>Anticipation and Identification of Risks and Top Issues</em></p> <ul> <li>Identify &amp; assess potential issues and risks related to SAP solutions and associated business processes</li> <li>Provide advice on issue resolution</li> <li>Create an action plan for root-cause analysis and resolution of the customer ‘s issues and top issues</li> <li>Support the preparation of executive briefing</li> <li>Escalate critical situations with SAP and customer management when required</li> <li>Highlight churn or maintenance at risk situations to the account team Engagement Delivery</li> <li>Follow up service deliveries to ensure value realization and visibility of value delivered to customer Documentation and Reporting of Engagement Status</li> </ul> <p> </p> <p><em>Action and Value</em></p> <ul> <li>Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front-office team</li> <li>Enter and update the customer’s information and status in respective systems Promote Most Relevant Supporting SAP Processes and Tools</li> <li>Provide support on first steps to ensure a seamless onboarding</li> <li>Instruct customer on SAP's Support processes to drive efficient incident resolution</li> </ul> <p> </p> <p>Experience &amp; Education Requirements</p> <p><em>Functional Experience</em></p> <ul> <li>5-8 years of work experience</li> <li>Proactivity in finding out of the box solutions for the customers </li> <li>Ability to build and suggest solutions to the customers which might be different from the linear/usual processes </li> <li>Understands solution landscape management and typical issues at lager enterprises</li> <li>Good understanding of the SAP technology, solutions and services</li> <li>Very good understanding of SAP tools and processes</li> <li>Good understanding of cloud d