Services Sales Expert

Services Sales Expert

SAP

Machelen, Belgium

The Services Sales Expert works for customers covered by a long-term post-sales engagement. An engagement is a collaborative relationship between a customer and individual resources or teams with a specific mandate based on a defined contract.

The aim of this role is to support a long-term engagement between the customer and SAP. The engagement will cover the enterprise-wide adoption, consumption and operation of SAP centric solutions.

Based on a strong organization and peer network combined with a sound understanding of the customer the Services Engagement Expert manages relevant activities to pro-actively support customer initiatives and solution usage to ensure adoption and consumption. The Services Engagement Expert is working in an engagement with moderate complexity or together in a team with more experienced colleagues which are helping in judging situations and the creation of action plans for complex situations.

Customer Understanding and Situation Analysis

• Understand the customer's business (e.g. business challenges and pain points, industry specifics);
• Understand the customer organization (e.g. stakeholders, implementation partners, service providers) and how that organizational structure may affect the customer's success with SAP;
• Understand SAP's status at the customer's enterprise (e.g. current contractual footprint and adoption, past escalations, customer feedback provided to SAP and potential future footprint to meet customer needs);
• Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery.

Engagement Setup

• Explain the scope of the engagement with the customer;
• Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan;
• Understand goals and Key Performance Indicators (KPI) for the engagement;
• Agree and implement governance model (e.g. meeting cadence, escalation path);
• Expedite SAP's collaboration platform at the customer;
• Explain the initial action plan to the customer as the starting point for the engagement.

Engagement Governance

• Align action plan with the account team and other internal stakeholders as required;
• Contribute to executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered;
• Understand engagement performance expectations and adhere to delivery standards and KPIs.

Engagement Development

• Highlight opportunities outside own area of responsibility to the account team;
• Support customer retention and Premium Engagement contract renewals.

Customer Relationship Management

• Establish a trusted relationship with customer
• Own the communication of relevant topics between the customer’s organization and SAP during the engagement lifecycle;
• Support capturing customer experience (reference calls, videos, success stories, etc.);
• Align, schedule, trigger, and follow-up on customer feedback (e.g. Qualtrics Surveys).

Engagement Management and Planning

• Know the customer entitlement while adhering to entitlement or contract guidelines;
• Use the supporting ecosystem to find relevant SAP portfolio items to accelerate adoption and maximize customer value whilst supporting SAP delivery efficiency;
• Manage a long-term engagement plan based on customer’s solutions, projects and top issues;
• React on short-term needs when having to avoid issues.

Anticipation and Identification of Risks and Top Issues

• Identify and assess potential issues and risks related to SAP solutions, associated business processes, and customer initiatives;
• Provide advice on issue resolution;
• Involve SAP experts, as well as experts from the customer and partners if deeper expertise is required;
• Create an action plan for root-cause analysis and resolution of the customer's issues and top issues;
• Support the preparation of executive briefing to provide background and status on high profile customer top issues;
• Document top issues to provide transparency on status and progress throughout SAP.

Escalation Management for Critical Situations

• Understand importance of all issues raised, and recommendations given to the customer;
• Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables;
• Escalate critical situations to SAP and customer management when required;
• Highlight churn or maintenance at risk situations.

Engagement Delivery

• Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services;
• Follow up service deliveries to ensure value realization and visibility of value delivered to customer.

Documentation and Reporting of Engagement Status, Action and Value

• Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front office team;
• Enter and update the customer's information and status in respective systems.

Promote Most Relevant Supporting SAP Processes and Tools

• Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable;
• Provide support on first steps to ensure a seamless onboarding;
• Instruct customer on SAP's Support processes to drive efficient incident resolution.

Internal Feedback

• Provide feedback to processes and highlight improvement potential for SAP engagements.

Experience & Educational Requirements

• Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches;
• Is able to understand customer solution landscapes;
• Understands solution landscape management and typical issues at larger enterprises;
• Has a good understanding of the SAP technology, solutions and services;
• Has a very good understanding of SAP tools and processes;
• Has a good understanding of cloud delivery principles and methodologies, including but not limited to SAP Activate.

Education

• Bachelor's degree in Computer Science, Science, Mathematics, Engineering or similar.

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