Project Principal Consultant

We help the world run better

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

Key Responsibilities and Tasks

The Project Principal Consultant 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 Project Principal Consultant manages relevant activities to pro-actively support customer initiatives in complex environments and solution usage to ensure adoption and consumption. Project Principal Consultant are often part of front office teams in an advisory role.

Customer Understanding and Situation Analysis

• Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery
• Understand the strategic direction of the customer and the industry sector the customer is operating in
• Watch SAP innovation, the market and technology development to identify innovation potential for the customer

Engagement Setup

• Align and refine the scope of the engagement with the customer
• Define and agree with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan
• Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer
• Define initial action and service plan with the customer as the starting point for the engagement

Engagement Governance

• Align with account team to define and position collaborative service offerings from SAP
• Align with other internal stakeholders as required
• Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered
• Manage engagement performance regarding delivery standards and KPIs

Engagement Development

• Within own area of responsibility identify opportunities at the customer and create a value proposition
• Drive customer retention and Premium Engagement contract renewals
• Drive positioning of SAP's strategic initiatives and focus topics to the customer

Customer Relationship Management

• Establish a trusted relationship with customer
• Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle
• Capture customer experience (reference calls, videos, success stories, etc.)

Engagement Management and Planning

• Own and manage the customer entitlement while adhering to entitlement or contract guidelines
• Know relevant SAP delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency
• Define and align a long-term engagement plan based on customer’s projects and top issues

Anticipation and Identification of Risks and Top Issues

• Identify and assess potential issues and risks related to SAP solutions, and associated business processes and customer initiatives
• Provide advice on issue resolution or risk mitigation
• Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.
• Prepare executive briefing to provide background and status on high profile customer top issue(s)

Escalation Management for Critical Situations

• Understand and judge importance of all issues raised, and recommendations given to the customer
• Condense issues to top issues and ensure resolution thereof according to engagement deliverables
• Escalate and manage critical situations to SAP and customer top management when required
• Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP

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
• Ensure up-to-date customer information and status is captured 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
• Instruct customer on SAP's Support processes to drive efficient incident resolution

Training and Mentoring Tasks

• Review and participate when needed in presentations given to the customer senior management
• Give input on functional and personal skills training plan to other colleagues in the engagement

Internal Feedback

• Leverage existing channels to provide input to the SAP organization to optimize solutions or offerings
• Provide feedback to processes and highlight improvement potential for SAP engagements

Experience and Educational Requirements

• Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches
• Understands enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues
• Has a very good understanding of the SAP technology, solutions and services
• Has an excellent understanding of SAP tools and processes
• Has an advanced 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

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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 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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 387401  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.